Onboarding Specialist

2 weeks ago

Melbourne, Australia ANZ Full time

**The opportunity**:
We are looking for an Onboarding Specialist responsible for managing and monitoring the customer journey experience by creating and implementing various actions, initiatives, projects, changes, within Customer Service processes to ensure high customer satisfaction. In addition, the role requires strong stakeholder skills for working closely with internal ANZ teams and third-party providers. You will be reporting to the Head Onboarding.

**Your day-to-day responsibilities include**:

- Keep track of contract onboarding tasks, including but are not limited to: Contract validation, data input into all relevant systems, setup confirmation and archiving
- Ensure the collection of data, define the relevant metrics to monitor the CX quality and analyse CX KPI’s
- Bring about continuous & measurable improvements of Customer Experience
- Ensure the company follows a customer-centric approach and meets customer needs
- Know and cooperate with entire stakeholder networks and external business partners
- Actively provide relevant input in problem solving activities and implement agreed solutions
- Support in writing instructions of changing process steps
- Challenge current methods of service delivery and identify, recommend and implement improvements
- Bring external best practice and perspectives, including customer and user experience trends from the sector & beyond
- Act as a temporary support of other teams in the organization
- Participate in the implementation and deployment of new processes, systems and standards
- Participate in onboarding of new team members

**Competencies**:

- Customer focused
- Analytical and solving abilities
- Interpersonal abilities

**Skills**:

- Analytical skills
- Proactive, self-driven
- Solution-oriented
- Well-developed interpersonal and negotiation skills to be able to effectively liaise with all levels of staff and customers
- Able to work under pressure
- Able to work with various computer systems/programs

**Experience**:

- Extensive experience in the field of customer services/ Onboarding
- Implementing project initiatives
- Client/ Back Office support
- Experience in the field of customer services in branch of cashless payments
- Key account management experience

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