Customer Experience Expert
We're a market leader in the kitchen industry, offering high-quality brands. Our team delivers exceptional service, flexible design solutions, and superior products driven by Australian standards and excellence.
About the Role
This is a critical position at our Somersby location on the Central Coast, requiring a fast-paced, high-volume after-sales customer service officer to handle complaints and disputes around kitchen or wardrobe completion.
* Escalate and resolve customer complaints across various regions.
* Follow up on active/open cases and maintain transparent progress updates.
* Investigate and prepare case files for regulatory bodies and represent the company at hearings.
* Utilize negotiation skills to find resolutions and document incidents, actions, and resolutions.
* Manage incidents and complaints processes according to contractual, legal, risk, and compliance requirements.
* Assess, resolve, and elevate potential issues flagged by internal algorithms.
* Generate regular weekly and monthly reporting on incidents and complaints.
Requirements
* Proven experience as a Customer Experience Officer in a manufacturing environment.
* Proven expertise in handling escalated customer scenarios, including warranty issues/claims and maintenance claims.
* Experience in escalated complaints, including regulatory hearings.
* Prior experience with a CRM system.
* Excellent organisational and time management skills.
* Exceptional communication skills.
* Strategic thinker with operational plan development and execution capabilities.
* Strong analytical and problem-solving skills.
* Exceptional interpersonal skills for building rapport with internal and external stakeholders.
* Genuine care and empathy when dealing with customer complaints.
Key Responsibilities
The successful candidate will be responsible for:
* Delivering exceptional customer experiences through timely and effective issue resolution.
* Providing accurate and reliable information to customers and stakeholders.
* Collaborating with internal teams to resolve complex issues and improve business processes.