Senior Customer Experience Officer 7-11-SCEA-2
1 day ago
Our purpose is to make skills, education and employment accessible to every person, so they can create their own world of unbounded possibilities.
About The BUSY Group…
The BUSY Group is a not-for-profit organisation which presents 45 years experience as a community partner. With multiple business entities operating across 100+ locations Australia-wide and now in New Zealand and the United Kingdom, we offer an extensive range of employment services and programs, vocational training, apprenticeships, mentoring, NDIS, disability employment support, specialist schools and allied health services.
A senior customer experience advisor, or SCEA, will help identify training and coaching needs of the NCH team to achieve the CEA goals as set out below.
Identify customer needs with focus on one call resolution. These needs include those that are stated or unstated by the customer. For example, a customer may benefit considerably from services that he or she knows nothing about. CEAs therefore need to be knowledgeable about all BUSY and ON-Q services and how they meet customer needs. This knowledge needs to be complemented by the listening skills needed to quickly and accurately diagnose requirements, suggest solutions and provide resolution. CEAs also resolve any emerging problems that our clients might face with accuracy and efficiency. The best CEAs are genuinely excited to help customers.
They're patient, empathetic, and passionately communicative. They love to listen. Customer experience advisors can put themselves in their customers' shoes and advocate for them when necessary. Problem-solving also comes naturally to our team of customer experience advisors. They are confident at troubleshooting and investigate if they don't have enough information to resolve the problem.
The target is to ensure excellent service standards and maintain high customer satisfaction
This is a full time, permanent position based out of our Southport office.
BUSY Benefits…
- Competitive salary; Circa $63k + super + bonus
- Paid Parental Leave, Retail Discounts, Annual My BUSY Day Off
- Training and Professional development commitment
- Career progression and internal transfer opportunities
- BUSY Benefits program
- Employee Assistance Program
- Flexible and Hybrid work options
- Tools of the trade to support your individual role
About you...
- Have a background working with multiple computer systems
- Desirably, previous experience in a call centre environment
- Excellent customer and client interpersonal skills
- Ability to obtain a Blue Card and National Police Check with no outcomes
Next steps...
This role will actively commence recruitment from the date of advertisement. The closing date of this ad is dependent on the appointment of the role.
The BUSY Group is an organisation that prioritises the safeguarding of children and all vulnerable people by actively adopting strategies that embed a culture of zero tolerance for abuse of any kind. The appointment of successful applicants will be subject to satisfactory employment screening including criminal history and relevant working with children checks.
The BUSY Group is committed to achieving a diverse workforce and strongly encourages applications from First Nations People, people from culturally diverse backgrounds and people with disabilities.
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