Customer Experience

About Blackhawk Network:
Overview:
The Customer Experience & Support Lead serves as the primary interface with our Global Centre of Excellence, facilitating daily Customer Service Operations. In this role, you will exercise autonomy in leading and executing customer service initiatives that enhance the growth and reputation of our products and services across both our Incentive and Commerce businesses. You will collaborate daily with internal BHN teams and external vendors. Responsibilities include supporting the business by launching campaigns, introducing new products, managing projects, and overseeing day-to-day operations. You will regularly engage with key stakeholders across the BHN APAC region and globally to ensure we are ensuring a seamless customer experience at all touch points. Your objective is to ensure that our customers, partners, and client service operations are efficiently, consistently achieving SLA and KPI targets with an emphasis on customer and partner satisfaction. This role operates in a dynamic environment committed to excellence, requiring a strong sense of ownership. You must have a continuous improvement mindset.

**Responsibilities**:

- Manage customer/partner / client service interactions and escalations by providing high-quality customer service in a timely and efficient manner through to resolution
- Being able to work effectively as a team through collaboration and cross-functional support
- Be the Subject Matter Expert (SME) for Incentive and Commerce customer service models within APAC.
- Review & Develop customer/partner / client service reports and make recommendations to improve overall customer experience by analysing data
- Manage communications to internal and external stakeholders on performance, issues and outcomes
- Ensure key performance indicators (KPI’s) and Service Level Agreements (SLA’s) are being met internally and by our vendors.
- Be the primary point of contact for providing customer support solutions and executing client / internal projects, and providing consultative advice when asked
- Being able to adapt to new products and systems, and having a solid understanding of the various solutions we offer our clients and customers
- Build effective working relationships with stakeholders, both internal and external
- Attend internal and external meetings, being able to present and deliver content
- Develop and maintain processes, knowledge base articles, and procedures to support the Customer Service functions locally and globally.
- Support training by developing training materials, delivering training and KB updates
- Project management of new products & processes being implemented into customer/partner / client service autonomously
- Support Quality Assurance monitoring and calibrations
- Develop Process improvements by reviewing and enhancing our CX and UX by suggesting changes and logging enhancements if outside of our control
- Being able to make effective decisions independently with the inputs and information provided

Qualifications:

- Experience in a customer service environment in a similar role - 3-5 years
- Comfortable in using AI tools to deliver customer and business outcomes
- QA and Speech Analytics
- Effective decision-making skills
- Process writing, documentation and attention to detail
- Excellent communication skills, written and verbal communication
- Sound literacy and computer skills (Excel knowledge preferred)
- Ability to work in a team environment, both in person and remotely
- Ability to stay calm and professional when dealing with customers and clients
- Eager to drive collaboration within the team and wider business.
- Continuous improvement mindset
- Take ownership of tasks and processes in a fast-paced environment.
- Able to work autonomously and use initiative to prioritise multiple tasks.