Customer Experience Consultant

Customer Experience Consultant

Location:
On-site – 15 Astor Tce, Spring Hill QLD 4000

Employment Type:
Full-time

Are you ready to deliver impeccable customer experiences while working in a dynamic, supportive, and agile environment? Exceed ICT is looking for a
Customer Experience Consultant
to join our team. This role isn't just about providing service – it's about creating unforgettable interactions that embody our "White Glove" approach to client care: meticulous attention, care, and excellence.

Who We Are

We're an ICT innovator and integrator based in the heart of Brisbane City, serving business, enterprise, and government organisations. At Exceed ICT, our mantra is simple – our people and customers are at the core of everything we do. We are digital-first, process-driven, and committed to cultivating a workplace where our people thrive.

When you join us, you become more than a team member; you become part of a culture built on collaboration, trust, and innovation. We invest in our people through coaching, mentoring, and development – because when you grow, we grow.

What's the Role About?

As a Customer Experience Consultant, you will be the face of Exceed ICT, representing our commitment to excellence in every customer interaction. Whether via phone, email, or online, you'll deliver a "White Glove" experience to clients, partners, and stakeholders. This is your chance to work in an adaptable environment where your ideas are welcomed, encouraged, and nurtured. It's a role for someone who thrives on delivering exceptional experiences and solving challenges creatively.

Your Day-to-Day Duties:

• Customer Service Excellence:
  Provide responsive, meticulous support through the service desk, triage enquiries, manage jeopardy situations, and uphold Service Level Targets (SLT). Collaborate with key teams like procurement, finance, and warehousing to meet client needs.
• Refine and Share Processes:
  Review and improve best-practice processes, policies, and procedures, ensuring accuracy and efficiency for team members. Support and train colleagues on new changes as required.
• Data-Driven Insights:
  Monitor service delivery metrics via dashboards, analyze performance, and suggest improvements to enhance outcomes.
• Customer Satisfaction:
  Set clear expectations, manage client updates regularly (even when there's no update), and use every customer interaction as an opportunity to improve our relationship with them.

What Makes You Shine?

To excel in this role, you'll need exceptional interpersonal skills, a calm demeanor under pressure, and a passion for customer service. You're a natural communicator, both written and verbal, who thrives on growth and innovation.

Your Core Skills Include:

• Experience:
  5+ years in customer service or a service desk environment.
• Technical Proficiency:
  Microsoft Office Suite skills, data analysis experience, and an understanding of service desk practices.
• Leadership:
  You've led teams in work, sports, or other areas and can take initiative to drive success.
• Mindset:
  You're self-motivated, trustworthy, and thrive in an environment that values continuous improvement and creative thinking.
• Problem-Solving:
  Experience in mediation, conflict resolution, and managing expectations through proactive communication.
• Excited by Technology:
  You love all things digital and embrace a future-driven approach.

Why Join Exceed ICT?

At Exceed ICT, we're more than just an ICT company – we're a team built on honesty, innovation, and collaboration. We'll coach you, support you, and help you reach your goals, because when you succeed, our customers succeed. Enjoy flexible working arrangements, a fun and dynamic environment, and the satisfaction of making a real impact.

How To Apply

If you're excited about delivering exceptional client experiences and becoming part of the Exceed ICT team, we'd love to hear from you Apply now and be sure to mention "Nemo" or "Dory" in your application – this shows you are detail-oriented and genuinely interested.

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