Job Overview:

The purpose of the Customer Experience Officer position is to ensure an exceptional customer experience for the client’s customers, ensuring they receive a high degree of customer service and are responded to in a timely and professional manner in accordance with the client’s ways of working. We aim to unlock the full potential of a customer’s purchase by fulfilling the delivery promise.

Schedule: Flexible (Full-time) / Sydney, Australia Timezone

Independent Contractor Perks

• Permanent work from home

• Immediate hiring

• Health Insurance Coverage for eligible locations

Responsibilities:

Client & Customer Enquiries

• Responsible for responding to initial enquiries via phone calls and tickets from clients and/or customers to assist with a successful resolution

• Ensure that client and customer enquiries are managed via the Zendesk system and in line with the service delivery timeframes

• Ensure clients and customers are contacted via call, email, or other channels in a timely manner to relay information regarding delays and any potential impacts to achieve delivery timeframes and windows

• Ensure escalated and/or unresolved client or customer queries are referred to the CX Team Lead

Delivery Amendments & Rebooking

• Utilise the client booking system to quality check the information and ensure there are no obstacles for delivery by monitoring job details to ensure correct information has been captured

• Upon customer request, complete the specific amendment in line with operational processes

• Contact customers regarding incomplete deliveries in accordance with procedures

• Escalate any issues to the CX Team Lead to assist with a relevant solution

Customer DSR Management

• Conduct customer DSR activities as directed by the CX Team Lead

Reporting & Administration Tasks

• Conduct other tasks and activities within the CX team as directed and as determined by the needs of the business, including but not limited to reporting, administration, and specific client support activities

• Be involved in cross-functional project work as required

Safety & Compliance

• Everyone is responsible for safety in accordance with the company’s safety policies and incident management procedures

• Responsible for incident and hazard identification and reporting within the working environment

Decision Making Authority (what types of decisions are made by this position on a regular basis)

• Management of initial customer and client resolutions and escalating matters as necessary

Requirements:

• Demonstrated 2–3 years of experience in a customer service role handling phone calls, chats, and email management

• Demonstrated ability to build positive relationships that support strong customer engagement

• Strong verbal and written communication skills with the ability to communicate positively
  
  
• Experience resolving issues in a professional and positive manner
  
  

• Ability to adhere to and perform against KPIs such as handle time, contacts per hour, and call/email quality

• Technologically savvy with the ability to utilise Microsoft Word, Excel, PowerPoint, freight management systems, and other customer-related technologies

• Excellent verbal and written communication skills

• Strong customer experience focus with diplomacy when handling sensitive situations in a respectful manners

• Ability to work cooperatively and effectively within the team and the organisation

• Ability to manage multiple tasks with conflicting demands simultaneously, solve problems, manage and meet deadlines, and maintain a high quality of work

• Customer-focused, self-motivated, and an encouraging team player

• Proactive attitude to identifying and resolving issues

• Able to work on rotating rest days including weekends and public holidays if required

• Works with integrity and can function effectively with minimal supervision

Side Note

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.

Job ID: 49761017372