Customer Service Specialist II

6 days ago

North Sydney Council, Australia Blackhawk Network Full time $80,000 - $120,000 per year


About Blackhawk Network:

Today, through BHN's single global platform, businesses of all kinds can tap into the world's largest network of branded payment solutions. BHN helps businesses grow revenue, increase loyalty, motivate and reward their teams, disburse funds and engage consumers. Branded payment solutions include the issuance and distribution of gift cards, egifts, corporate payouts and rewards, along with the technology to deliver these products in seamless, integrated ways. BHN's network spans the globe with more than 400,000 consumer touchpoints. Learn more at



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.

This position collaborates 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

The position reports directly to the APAC Director of Client and Customer Service.

This position may require travel from time to time internationally and interstate.



Responsibilities:

Manage customer/partner / client service interactions and escalations by providing high-quality customer service in a timely and efficient manner through to resolutionBeing 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 dataProvide input and feedback on performance via monthly reports, emails and escalations Manage communications to internal and external stakeholders on performance, issues and outcomesEnsure 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 askedBeing able to adapt to new products and systems, and having a solid understanding of the various solutions we offer our clients and customersBuild effective working relationships with stakeholders, both internal and external Attend internal and external meetings, being able to present and deliver contentDevelop 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 Working across multiple channels, voice, email, chat, social media and review websitesProject management of new products & processes being implemented into customer/partner / client service autonomouslySupport 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 controlBeing 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
  • Experience in multi multi-skilled contact centre across various channels including Voice, email, chat, social media and review websites (IVR)
  • 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.

  • Customer Service Specialist Ii

    1 week ago

    North Sydney, Australia Blackhawk Network Full time

    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...

  • Customer Support Specialist, Tier Ii

    1 week ago

    Sydney, Australia Lightspeed Commerce Full time

    **Hi there! Thanks for stopping by**: Are you actively looking for a new opportunity? Or just checking the market? Wellyou might just be in the right place! We're looking for a Support Specialist II to join our team. In this role you will be providing exceptional customer service across all Lightspeed support channels, efficiently resolving and...

  • Cra Ii

    1 week ago

    Sydney, Australia ICON Plc Full time

    CRA II/ Senior CRA - home-based in Sydney/ Melbourne/ Brisbane/ Adelaide. Join us and advance your career with an industry leading CRO. ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to...

  • Cra Ii

    3 days ago

    Sydney, Australia ICON Plc Full time

    CRA II/ Senior CRA - home-based in Sydney/ Melbourne/ Brisbane/ Adelaide. Join us and advance your career with an industry leading CRO. ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to...

  • User Care Specialist Ii

    5 days ago

    Sydney, Australia Anaconda Full time

    **Role**: User Care Specialist II **Reports to**: User Care Specialist III **Department**: User Care **Location**: Australia, Germany, India, UK, US **Job Type**: Full Time, Exempt **Help us Shape the Future of Data** Anaconda is the world's most popular data science platform. With more than 26 million users, the open source Anaconda Distribution is the...

  • Customer Service Specialist

    2 weeks ago

    North Sydney Council, Australia Coca-Cola Europacific Partners Full time $45,000 - $60,000 per year

    4 Month fixed term contractNorth Sydney, NSW (Hybrid)ABOUT COCA-COLA EURO PACIFIC PARTNERSCoca-Cola Europacific Partners (CCEP) is one of the leading consumer goods companies in the world. We make, move, and sell some the world's most loved brands – serving 600 million consumers and helping 1.75 million customers across 29 countries grow. Our portfolio in...

  • Category Specialist

    5 days ago

    Sydney, Australia NSW Department of Customer Service Full time

    **ICT Category Specialist - Professional Services Category** - **DCS Grade 9/10, base salary of $129,464 - $142,665 plus superannuation and leave loading - 1x Ongoing/permanent opportunity in the Telecommunications Procurement category in ICT Category Management team - Location: McKell - Sydney, for at least 50% of the working days in a fortnight. Flexible...

  • Customer Success Manager Ii

    1 week ago

    Sydney, Australia Diligent Corporation Full time

    **About Us** Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization's GRC practices so they can make better decisions, faster. No matter the challenge. At Diligent,...

  • Customer Service Specialist

    3 days ago

    North Sydney, Australia Life Insurance Direct Full time

    **Who We Are**: Life Insurance Direct is the leader in informing, protecting and providing for Australian Families. We are a fast-moving Insurtech business that for over 17 years has been pushing the boundaries of 'normal' when it comes to Life Insurance. We are in an ever-changing environment and it's important that we stay out in front. We are always...

  • ▷ Apply Now: Tech Consulting

    6 days ago

    Council of the City of Sydney, Australia LexisNexis Risk Solutions Full time

    .**Implementations Consultant – Tech Consulting – ERP Apps Specialist II****About the Role**We are seeking an Implementations Consultant who will be the main contact for our customers and partners during professional services projects. In this role, you will help manage customer projects from start to finish, working with colleagues across different...