A job opportunity is available for a Customer Experience Specialist who will serve as the primary point of contact for customers using digital services in service centres. This role aims to increase customer adoption of digital services and provide positive customer experiences.
Responsibilities
* Action customer complaints arising from complex transactions by ensuring they are accurately resolved, recorded, and unresolved issues are escalated through appropriate channels for effective resolution.
* Complete activities related to service delivery in accordance with privacy requirements and legislative obligations to maintain confidentiality, privacy, and integrity of information.
* Develop and maintain knowledge of organisational resources and operating standards to record and resolve customer complaints and escalate any unresolved issues for positive customer outcomes.
* Provide advice and support to customers on adopting digital services, promoting the use of online technology for great customer experiences.
* Maintain awareness of customer escalation points to refer customers to appropriate channels for out-of-scope transactions.
Required Skills and Qualifications
* Excellent communication and problem-solving skills.
* Ability to work in a fast-paced environment and meet deadlines.
* Knowledge of organisational policies and procedures.
* Ability to maintain confidentiality and handle sensitive information.
Benefits
This role offers opportunities for professional growth and development, a dynamic work environment, and a competitive salary package.
Others
The successful candidate will be required to undergo a thorough background check and possess a valid driver's licence.