Customer Experience Specialist, Senior

AU-NS-Macquarie Park
Job ID
44740
Function
Customer Support

Overview

Analyzes, designs, and implements changes to points of interaction between the customer and the company to enhance customer experience with company services and products. Oversees customer satisfaction for assigned accounts. Acts as primary contact for the client.

Responsibilities

  • Ensures overall service and solution delivery to achieve quality customer outcomes
  • Manages the relationship with account and oversees customer satisfaction for assigned accounts
  • Acts as primary contact for the client and behaves professionally to support client retention / renewal
  • Leads regular customer and partner meetings to review service plans and recommends improvement to services
  • Advises the client and introduces client to new offerings / upsells to assist client in solving business problems
  • Delivers cost reduction goals and demonstrates ownership of revenue goals and understanding of P&L aligned with Sales
  • Supports service delivery readiness on complex accounts which may include multi-national or global accounts or key customers
  • Interprets data provided by the customer and provides regular updates to management to help drive effective business decisions
  • Ensures customer SLA’s / KPIs and quality standards are met
  • Ensures territory/vertical readiness for new product and offer launches
  • Delivers service reference customer case studies to distinguish company services and solutions from competitors
  • May support internal & external regional services sales activities
  • May assist in generating service related RFP responses by providing unique service offerings and price exceptions
  • May negotiate and drive large service contract renewals to completion, utilizing pricing and service offerings
  • Acts as the voice of the customer & partner for post-sale resolutions within the business

Qualifications

  • Bachelor's degree
  • Minimum of 5-8 years of experience or advanced degree and equivalent experience (or equivalent vocational qualification / experience)
  • English fluency – written and verbal. Local language requirement may also apply.
  • Intermediate to advanced level skills in Microsoft business applications including Word, Excel and Outlook
  • Customer service values / orientation
  • Solid professional work behaviors (attendance, teamwork, time management)
  • Strong communication skills (listening, providing clear and concise information, using proper language and grammar)
  • Demonstrates an understanding of key financial factors
  • Full knowledge of job related knowledge and procedures
  • Intermediate to advanced skills in delegation and follow up
  • Ability to design and deliver reports for clients

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