Customer Experience Associate

1 week ago

Melbourne, Australia ABN Group Full time

What's on offer? 

The Customer Experience Associate is responsible for the inbound and outbound calls, administrative and customer task support to enable the Customer Experience Coordinators to manage an awesome Customer Experience.

With a daily focus on customer phone calls, emails and administrative duties to assist the wider team, the ideal candidate will have a true passion for customer service, strong listening skills, excellent communication skills and strong problem-solving skills to consistently deliver excellence in a volume environment.

The Customer Experience Associate will be driven to deliver on our Core Values for Customer Service Excellence. 

  • We care for our customers and treat them the way we would treat our family/friends 
  • We listen to customers with patience and empathy and put ourselves in our customers’ shoes 
  • We deliver what we promise 
  • We communicate accurate information in a timely manner, using positive language 
  • We do the right thing by using good judgement and initiative 

The role also encompasses the following:

  1. Peer collaboration
  2. Ongoing training and development
  3. Workflow management

It is vital in this role to effectively communicate to deliver the requirements of the customer and the business.

What can you bring?  

  • Passion and enthusiasm about working in the building industry 
  • The ability to deliver an awesome customer experience 
  • An understanding of objection handling and negotiation 
  • Proactively build collaborative relationships 
  • Relentless when faced with challenges 
  • Excellent listening skills 
  • An eye for detail when producing documentation 
  • Strong interpersonal and relationship building skills
  • Natural communicator
  • Sense of humour that lifts your team members 

Position Duties
Customer Service

  • Ensure that all customer enquiries (emails and telephone) are handled in a timely manner, in line with team KPI’s
  • Ensure outbound customer call log is achieved on a daily basis
  • Maintain accurate and up to date system notes to support transparency
  • Inbound calls are received or responded to within business KPI’s
  • Objection handling and negotiation to be a key skill and strength
  • Liaise with business stakeholders, (i.e. employees, home & land specialists, site managers, suppliers etc.) to drive continuous improvement in Customer Feedback for NPS
  • Listen and review Customer Service telephone calls to identify training opportunities
  • Attend training workshops as required

Administration

  • Assisting the Customer Experience Coordinator through the lodgement & completion of tasks
  • Review preconstruction reports and execute monthly job starts targets
  • Customer file notes to be maintained and updated after each contact
  • Maintain Client Contact guides, videos and training material


Who are we?

ABN Group is Australia’s leading construction, property, and finance company with operations in both Victoria and Western Australia. We lead the market in every segment from first homes to luxury residences and we exist to deliver the dream of home ownership. In Victoria, you may better know us as Boutique Homes and Homebuyers Centre.  

Why work with us?  

  • Reward and recognition programs that celebrate you 
  • Health and wellbeing plans that look after you, including an Employee Assistance Program 
  • A culture of belonging where you get to be you 
  • You get to take your career anywhere you dare to dream – you own it 
  • Hybrid work arrangements available to support you in work and life 
  • Volunteer opportunities with amazing charity partners 
  • An accessible and supportive leadership team with clear vision and purpose 
  • A values platform that underpins who we are and how we operate 

ABN Group is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion and represents the communities in which we work. 

You must have the right to live and work in Australia to apply for this job.

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