About Airswift
Airswift is an international workforce solutions provider. With 1000 employees and 9,000 contractors operating in over 70 countries, Airswift's geographical reach, experience and expertise across the energy, mining, infrastructure and technology sectors is unparalleled.
About the role
Our client is looking for a Customer Experience Consultant - Fuel to join their dynamic ANZ Customer Experience. In this self-starter role, you'll enjoy a variety of customer interactions via phone, email, live chat, social media, and other digital platforms.
You'll play a key part in achieving the business goals by promoting and encouraging the use of online services and products, ensuring a seamless, low-effort customer experience. If you thrive on exceeding customer expectations and are enthusiastic about digital innovation, this is the perfect opportunity for you!
Position: Customer Experience Consultant - Fuel
Location: Melbourne
Indicative Term of Contract: 12 months
Qualifications / Experience required:
Demonstrated experience in a corporate customer experience environment.
Demonstrated ability in key account management.
Demonstrated ability to interpret customer requirements, diagnose issues & identify solutions.
Strong confident writing and communication skills plus practice active listening.
Ability to work & learn collaboratively in a team environment.
Strong attention to detail, excellent organisation & time management skills.
Salesforce CRM experience – preferable.
Experience in stakeholder management & influencing outcomes.
Key Accountabilities
First point of contact for Complaints, accurate use of relevant business applications & systems, aligned to Service Level Agreements, policy & procedure.
Respond to customers and stakeholders across a suite of digital platforms.
Demonstrate winning customer service techniques such as emotional empathy, patience, advocacy and conflict resolution and ability to diffuse escalating emotions.
Have a keen eye for identifying what can become reputational or vial and apply conflict resolution principles to mitigate issues as well as enacting the escalation process to the business and team lead.
Provide a low effort customer experience for all interactions including first call resolution.
Develop & maintain professional working relationships consistent with GBS's core values.
Strong focus on leaning in, suggesting & driving continuous improvement to enhance the customer experience & reduce rework or additional costs back to the business.
Build an in-depth knowledge of Premium accounts, the customer offer & inhibitors. Provide insights back to the business with a lens of continuous improvement.
Build & maintain relationships with GBS India through sharing best practice & knowledge to ensure a consistent customer experience.
Only candidates with the right to work in Australia will be considered. (Australia , PR Holder, or Valid Australia working VISA)
If you are keen for this role, please apply directly to this ad with your CV & contact details, or email your CV to
******
, indicating your notice period and expected salary.
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