Customer Experience Specialist

Customer Experience Specialist (Chinese Speaker)Customer Experience Specialist (Chinese Speaker)2 weeks ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.We're a leading, global security authority that's disrupting our own category.
Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded pacemakers.
We help companies put trust - an abstract idea - to work.
That's digital trust for the real world.Job SummaryThe Customer Authentication department is responsible for conducting due diligence on customers applying for SSL and Code Signing digital certificates to secure websites and applications.
Due to the critical nature of the business, we provide 24x7 support in a follow the sun arrangement.
The Melbourne team primarily supports Asia Pacific but assists customers from all regions.
In this environment teamwork and collaboration is important to our success.What you will doTo work in Customer Experience Specialist in DigiCert, you are required to pass an extended background check, which will be carried out throughout your tenure in the company, to ensure you maintain our required trusted employee status.The Customer Service Specialist has two key areas of responsibility: customer authentication and customer service.Review applications for digital certificates and decide if an applicant is eligible to receive the certificate by evaluating information on the organization.
This is achieved by following policy guidelines, and showing due diligence and care while reviewing documentation and customer informationDetermine if customer's company is a legitimate legal business entityDetermine if customer's company has the legal right to use the internet domain name listed on the certificate signing requestVerify that a customer's named contacts are employed at customer's company and/or have the legal right to request and/or administer the digital certificate.Utilize local knowledge of your supported country to mitigate risk while evaluating enrolmentsFlag any suspicious applications with managementFailure to follow policy guidelines and due care while processing may result in a breach in security, which may result in facilitating fraudulent activity on a customers' website, and cause damage to the DigiCert brandCustomer ServiceAssist customers with any queries regarding their application via chat, email and phoneWork with the customer to ensure their applications meets our security requirements and find solutions when problems arise that delay issuanceSeek assistance from management and senior team members to resolve policy, process, and system issuesBuild relationships with our customers to ensure customer loyalty.To best assist customers develop a strong knowledge of DigiCert's products and customer portalsAdditional ResponsibilitiesTo help enhance the team's operational effectiveness and customer satisfaction, the team is encouraged to:Participate in projects and system implementationsContinually look for ways to improve our operational effectiveness, including researching databases to assist us verify informationBe the voice of the customer and raise issues which impact customer satisfactionAssist with mentoring new team membersShare your knowledge with the teamWhat you will haveFluent in English and Chinese (Mandarin is essential and Cantonese is beneficial)Excellent written and oral communication in native language and any language listed on CV (including English)Diploma or bachelor's degree desirable, but not requiredExperience in a policy / compliance role an advantage (banking, finance, fraud etc.)Nice to haveDetail orientated and high level of accuracyStrong PC skills and fast typing speedAbility to multitaskFast learner who is keen to continue learning and developingGood interpersonal skillsOpen to receiving and giving constructive feedbackStrong decision making, and problem-solving skills is requiredOpen to change – ability to work in a fast paced, changing environmentAbility to perform under pressure to meet deadlines and targetsAbility to work as part of a team, but also as a sole contributor within a team structurePrivate Health InsuranceEmployee Assistance ProgramEducation Support ProgramHeadspace membershipNovated LeasingLife InsuranceDisability InsuranceMoving LeavePaid Maternity/Paternity LeaveFlexible/Hybrid work environmentDigiCert offers a competitive benefits package for all of our full-time employees.__PRESENT__PRESENTSeniority levelSeniority levelEntry levelEmployment typeEmployment typeFull-timeJob functionJob functionOtherIndustriesTechnology, Information and InternetReferrals increase your chances of interviewing at DigiCert by 2xSign in to set job alerts for "Customer Experience Specialist" roles.Mulgrave, Victoria, Australia 3 weeks agoMelbourne, Victoria, Australia 2 weeks agoMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 1 month agoMelbourne, Victoria, Australia 2 days agoCustomer Experience & Fulfilment SpecialistPort Melbourne, Victoria, Australia 1 month agoMelbourne, Victoria, Australia 2 days agoSenior Manager Customer Service and OperationsMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 2 days agoCustomer Experience Specialist (Indonesian Speaker)Melbourne, Victoria, Australia 2 weeks agoMelbourne, Victoria, Australia 1 week agoCremorne, Victoria, Australia 3 weeks agoMelbourne, Victoria, Australia 2 weeks agoBattery Sales Specialist - Customer ServiceMelbourne, Victoria, Australia 6 days agoHawthorn, Victoria, Australia 2 weeks agoCustomer Experience Specialist (Chinese Speaker)Melbourne, Victoria, Australia 2 weeks agoHawthorn, Victoria, Australia 2 weeks agoTravel Consultant – Groups & Incentive TravelMelbourne, Victoria, Australia 3 weeks agoMelbourne, Victoria, Australia 6 days agoMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 20 hours agoMedical Receptionist/Medical Admin - 5D Clinics, CremorneMelbourne, Victoria, Australia 2 weeks agoMelbourne, Victoria, Australia 2 weeks agoMelbourne, Victoria, Australia 3 weeks agoMelbourne, Victoria, Australia 2 weeks agoWe're unlocking community knowledge in a new way.
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