Job Description

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Customer Experience Consultant

Advertiser: Tribe (New Zealand) LimitedMore jobs from this company

Job Information

Job Listing Date
3 Dec 2019
Location
Auckland
Work Type
Contract/Temp
Classification
Call Centre & Customer Service, Customer Service - Call Centre
Customer Experience Consultant
About the Role:
Reporting to the founder of the business and working with the customer service team leader (based offshore), this varied role requires an experience Customer Experience Consultant to review, develop and implement customer road maps, training and onboarding modules for the customer service team and provide technology recommendations.
 
The day to day of this role will have you understand the nature of the customer queries, implement and streamline customer service processes and recommend best practice.
 
In addition to the above, we also look for someone who can:
  • Design and road map the customer journey, implement automation and develop a customer FAQ and help centre page
  • Create and implement customer onboarding processes and training manuals
  • Design easy to follow escalation points for the customer service team
  • Design reporting modules and success measure for the customer service team to ensure there is consistency is service
  • Review and recommend technology to enable this team to scale
 
About You:
You will have experience leading customer service agents and have experience working in a start up e-commerce environment.
 
In addition to people and training, you will have experience reviewing internal customer service processes, technology and have had exposure to implementing fit for purpose technology with a focus on providing online and chat support.
 
 
About the Company:
Laid-back, flexible, trusting…this company hire self-starters who will take initiative and drive their own success. You will not have your hand held or be expected to sit in the office all day everyday as they don’t believe in micro-management. Suggestions and ideas are always welcomed if not celebrated and you will be given the opportunity to create your own success.
 
Apply Now!
Or to find out more, please get in touch with Lidya Paljk on 0226188339 for a confidential chat.
To apply for this vacancy you MUST be a New Zealand citizen, resident, or have already secured the right to work in New Zealand and therefore hold a valid visa.
About the Role:
Reporting to the founder of the business and working with the customer service team leader (based offshore), this varied role requires an experience Customer Experience Consultant to review, develop and implement customer road maps, training and onboarding modules for the customer service team and provide technology recommendations.
 
The day to day of this role will have you understand the nature of the customer queries, implement and streamline customer service processes and recommend best practice.
 
In addition to the above, we also look for someone who can:
  • Design and road map the customer journey, implement automation and develop a customer FAQ and help centre page
  • Create and implement customer onboarding processes and training manuals
  • Design easy to follow escalation points for the customer service team
  • Design reporting modules and success measure for the customer service team to ensure there is consistency is service
  • Review and recommend technology to enable this team to scale
 
About You:
You will have experience leading customer service agents and have experience working in a start up e-commerce environment.
 
In addition to people and training, you will have experience reviewing internal customer service processes, technology and have had exposure to implementing fit for purpose technology with a focus on providing online and chat support.
 
 
About the Company:
Laid-back, flexible, trusting…this company hire self-starters who will take initiative and drive their own success. You will not have your hand held or be expected to sit in the office all day everyday as they don’t believe in micro-management. Suggestions and ideas are always welcomed if not celebrated and you will be given the opportunity to create your own success.
 
Apply Now!
Or to find out more, please get in touch with Lidya Paljk on 0226188339 for a confidential chat.
To apply for this vacancy you MUST be a New Zealand citizen, resident, or have already secured the right to work in New Zealand and therefore hold a valid visa.

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