Customer Experience Consultant
1 week ago
**Overview**:
- The Customer Experience Consultant role requires a self-starter with outstanding customer service focus & passion for digital as part of the Customer Experience team to contribute to a low effort customer experience for Premium accounts across ANZ.This role is part of the ANZ team with working hours being between 7am and 5pm. Customer contact will vary from phone, e mail, live chat, social media & other digital platforms. The role requires you to contribute to overall business objectives & goals. Problem solving & query resolution play an important part in this role in conjunction with the ability to multitask.The role requires you to suggest & drive continuous improvement that will enhance the customer experience including dealing with multiple team members.Additionally, you will proactively promote & encourage online services & products to drive customer self-serve.Our client offers flexible working arrangements, 3 days based in the office
- Tuesdays and Thursdays mandatory.- Shift times between - 7am-3pm / 8am-4pm / 9am-5pm**Responsibilities**:
**Key Accountabilities**
- Respond to customers and stakeholders across a suite of digital platforms.
- Demonstrate winning customer service techniques such as emotional empathy, patience, advocacy and conflict resolution and ability to diffuse escalating emotions.
- Provide a low effort customer experience for all interactions including first call resolution.
- Develop & maintain professional working relationships consistent with our clients core values.
- Strong focus on leaning in, suggesting & driving continuous improvement to enhance the customer experience & reduce rework or additional costs back to the business.
- Build an in-depth knowledge of Premium accounts, the customer offer & inhibitors. Provide insights back to the business with a lens of continuous improvement.
**Qualifications**:
**About you**
**Qualification & Experience and Competencies**
- Demonstrated experience in a corporate customer experience environment.
- Demonstrated ability in key account management.
- Demonstrated ability to interpret customer requirements, diagnose issues & identify solutions.
- Strong confident writing and communication skills plus practice active listening.
- Ability to work & learn collaboratively in a team environment.
- Strong attention to detail, excellent organisation & time management skills.
- Salesforce CRM experience - preferable.
- Experience in stakeholder management & influencing outcomes.
**About rhi**
rhi is a professional services provider with global expertise. Tracing our history back to the 19th century, we have spent the last 50 years as a global leader to the energy industry.- We combine efficient systems and processes with a deep understanding of client challenges and market insight. We work with our clients to deliver information and resources that will support every stage of their operations. We deliver value to our employees, our clients and the countries that we work in.-
**Diversity Statement**
We are an equal opportunity employer that recognises the value of a diverse workforce. All suitably qualified applicants will receive consideration for employment on the basis of objective criteria and without regard to the following (which is a non-exhaustive list): race, colour, age, religion, gender, national origin, disability, sexual orientation, gender identity, protected veteran status, or other characteristics in accordance with the relevant governing laws.
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