Company DescriptionSGS is the world leading Testing, Inspection and Certification company. We operate a network of over 2,700 laboratories and business facilities across 119 countries, supported by a team of 99,250 dedicated professionals. With 145 years of service excellence, we combine the precision and accuracy that define Swiss companies to help organizations achieve the highest standards of quality, safety and compliance.Our brand promise - when you need to be sure - underscores our commitment to trust, integrity and sustainability, enabling businesses to thrive with confidence. We proudly deliver our expert services through the SGS name and trusted specialized brands, including Brightside, Bluesign, Maine Pointe and Nutrasource.SGS is publicly traded on the Swiss Exchange under the ticket symbol SGSN (ISIN CH0002497458, Reuters SGSN.S, Bloomberg SGSN:SW).Job DescriptionAre you passionate about delivering exceptional customer experiences? Join our team in Perth or Brisbane where your contribution will help shape the future of customer engagement.Responsibilities will include, but are not limited to:Deliver prompt and professional customer service across multiple platforms—phone, email (generic mailbox), social media, and live chat.Log technical issues, document processes, and manage customer feedback (compliments and complaints). Collaborate with customer care and quality teams to drive improvements.Map and assess customer journeys across all touchpoints, identifying pain points and developing strategies to improve the end-to-end experience.Anticipate customer needs and implement proactive strategies to ensure positive interactions.Act as the go-to expert for customer experience, providing internal guidance on handling customer interactions effectively.Accurately input and manage new leads in Salesforce, ensuring appropriate follow-up and tracking.QualificationsThe ideal candidate will have:Proven experience in customer service or customer experience roles.Experience in developing customer journey frameworks is a plus.Excellent interpersonal, written, and verbal communication skills.Strong time management, organisation, and adaptability under pressure.A self-starter who works well independently and collaboratively.Comfortable working in a culturally diverse team environment.Additional InformationWHY WORK FOR SGS?Working at SGS means joining an innovative, global company. Here are some benefits:Flexible work arrangementsSustainability embedded in our culture and operationsPaid parental leavePaid volunteering and blood donation daysHealth & wellbeing programsOngoing learning & developmentCareer progression opportunities (nationally and globally)SGS Rewards platform offering retail and online discounts and cashbackCOME TO WORK AND BE 100% YOUSGS Australia supports a diverse workforce and encourages applications from all backgrounds, including Aboriginal and Torres Strait Islander peoples, the LGBTQI+ community, and individuals with disabilities. We are committed to our Reconciliation Action Plan (RAP) and acknowledge the traditional custodians of this land, respecting their cultural, spiritual, and educational practices.
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