Customer Experience Specialist

North Ryde (NSW), Australia | req23155

As a Customer Experience Specialist, you are dedicated to transforming customer feedback into actionable insights and ensuring customer retention through effective management of the repair loop process. Your proactive approach and resourcefulness will drive initiatives that address customer pain points and enhance overall customer satisfaction.

What you will enjoy doing

You will be responsible for Repair Loop Management: Own and manage the repair loop process, handle customer feedback and complaints, and ensure timely resolution and consistent handling across all channels
You shall conduct customer Insights Analysis: Analyze customer feedback to identify trends and insights, validate anecdotal feedback, and share meaningful reports and dashboards with the business
Utilize reports and dashboards to drive action from customer insights, linking every pain point to an initiative or project that addresses the root cause
Plan and implement Insight-Driven Action: Define and track projects based on customer insights, collaborate with leadership and training teams to address pain points, and advocate for customer-centric solutions
You will engage with various teams including CSC frontline employees, Enablement team, Leadership team, Zones, Central teams/COEs, and IS team to ensure a cohesive approach to customer experience
Provide insights to Leadership and Training & Quality teams to close knowledge and process gaps, offering recommendations to enhance the customer experience
What makes you great

Proficiency in data analysis, outstanding communication and presentation skills, ability to influence and manage challenging situations, advanced MS Excel and PowerPoint skills, and experience with CRM platforms and project management
Previous experience in a customer-focused role within a relevant services-based organization
Knowledge of BOC organization, products, systems, offers, policies, and Order to Cash processes is beneficial
Proven track record in analytical roles, sourcing and manipulating data for robust analysis and problem-solving
Experience with CRM platforms such as Amazon and Salesforce

oints and enhance overall customer satisfaction.

What you will enjoy doing

You will be responsible for Repair Loop Management: Own and manage the repair loop process, handle customer feedback and complaints, and ensure timely resolution and consistent handling across all channels
You shall conduct customer Insights Analysis: Analyze customer feedback to identify trends and insights, validate anecdotal feedback, and share meaningful reports and dashboards with the business
Utilize reports and dashboards to drive action from customer insights, linking every pain point to an initiative or project that addresses the root cause
Plan and implement Insight-Driven Action: Define and track projects based on customer insights, collaborate with leadership and training teams to address pain points, and advocate for customer-centric solutions
You will engage with various teams including CSC frontline employees, Enablement team, Leadership team, Zones, Central teams/COEs, and IS team to ensure a cohesive approach to customer experience
Provide insights to Leadership and Training & Quality teams to close knowledge and process gaps, offering recommendations to enhance the customer experience
What makes you great

Proficiency in data analysis, outstanding communication and presentation skills, ability to influence and manage challenging situations, advanced MS Excel and PowerPoint skills, and experience with CRM platforms and project management
Previous experience in a customer-focused role within a relevant services-based organization
Knowledge of BOC organization, products, systems, offers, policies, and Order to Cash processes is beneficial
Proven track record in analytical roles, sourcing and manipulating data for robust analysis and problem-solving
Experience with CRM platforms such as Amazon and Salesforce
Why you will love working with us

At Linde we identify ourselves with our products – either working for the technical or medical gases business. Being a company with a long tradition in the gases business, we not only care about our customers and high-quality products, but most importantly about our employees. While working with us, expect a safe workplace, high safety standards and a true commitment from our managers to safety.

What we offer you!

At Linde, the sky is not the limit. If you’re looking to build a career where your work reaches beyond your job description and betters the people with whom you work, the communities we serve, and the world in which we all live, at Linde, your opportunities are limitless. Be Linde. Be Limitless.

Our people have the opportunity to thrive and excel. We provide a wide range of training programmes to enhance career development, with a potential for overseas opportunities. We also have a variety of employee appreciation programmes to recognize solo and collaborative team efforts.

At BOC we understand and respect a work/life balance, and that's why we have introduced initiatives such as generous parental leave, flexible working arrangements and attractive superannuation benefits. We are also firmly enthusiastic and involved when it comes to the community as well as our partner charities with organisations such as Road Safety Education and Redkite.

BOC is proud to be a WORK180 Endorsed Employer for Women. If you would like to know more information about how we are supporting our employees, you can view our policies and benefits here: https://au.work180.co/employer/boc-au

Have we inspired you? Lets talk about it

So, what are you waiting for? The opportunity is yours. Are you ready to take the lead?

We are looking forward to receiving your complete application (cover letter, resume, relevant certificates and / or licenses) via our online job market.

In order to apply, you must have full work rights in Australia.