About the Role:
Our client, a highly respected global brand in the electronics industry, is seeking a Customer Experience Specialistto join their team. In this exciting role, you'll play a key part in enhancing the customer experience across chat and call channels. You'll review transcripts, coach service operators and work closely with internal teams to ensure accurate support and seamless issue resolution. You'll also monitor chatbot performance, refine content and processes and bring innovative ideas to deliver a more personal, engaging and memorable customer journey.
Duties & Responsibilities:
* Analyse and review chat and call interactions to identify improvements.
* Provide training and guidance to customer service teams.
* Collaborate with internal departments to ensure accurate technical support.
* Monitor and report on chatbot and live chat performance.
* Review and refine chatbot content for accuracy and efficiency.
* Conduct quality checks to maintain excellent customer service standards.
* Develop ideas to enhance the customer journey and overall experience.
* Escalate and track issues to ensure timely resolution.
About You:
* Minimum of 5 years of experience in a customer service position.
* Prior experience managing chatbot functions is advantageous.
* Experience in content creation and presentation will be highly regarded.
* Passion for customer service, enthusiastic about improving customer experience.
* Excellent time and deadline management skills.
* A quick learner and adaptable to change.
* Strong verbal and written communication skills.
What's in it for you?
* Competitive salary
* Generous discounts on company products
* Access to discounts and special promotions with retail partners
* Access to wellbeing platform
* Heavily discounted gym membership
* Onsite parking
If this role sounds of interest, please click the "Apply Now" button. We look forward to receiving your application
Operating for over 20 years in Australia, New Zealand and the United Kingdom, people2people, Edge Recruitment, and Frog Recruitment are an award-winning recruitment group and HR solutions provider. As an inclusive workforce, we welcome everyone and encourage our employees, clients, and candidates to showcase their authentic selves.
Should you require reasonable adjustments throughout the recruitment process, we encourage you to make a request by phoning the above-mentioned recruitment consultant to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments.