What are the responsibilities and job description for the Customer Experience Coordinator position at SGS?
Company Description
We are SGS – the world’s leading testing, inspection and certification company. We are recognized as the global benchmark for sustainability, quality and integrity. Our 97,000 employees operate a network of 2,650 offices and laboratories, working together to enable a better, safer and more interconnected world.
Job Description
As a Customer Experience Coordinator you will be helping shape the customer experience through improving the customer journey. Answering all incoming calls to ensure a consistent and prompt customer service. You can either work in our office near Perth Airport or work form home. Responsibilities include:
- Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.
- Aligning customer experience strategies with marketing initiatives, as well as informing customers about new product features and functionalities.
- Identifying customer needs and taking proactive steps to maintain positive experiences.
- Documenting processes and logging technical issues, as well as customer compliments and complaints and liaise with division customer care and quality team
- Review, update and maintain Office / Laboratory directory and ensure phone numbers are up to date on website
- Responding to customer queries in a timely and effective manner, via phone, email , social media, or chat applications.
- Sales Force – Upload new leads and ensure leads are accurately assigned, recorded, and followed up
Qualifications
- Experience in customer experience or customer service.
- Experience developing customer journey framework is advantageous.
- Excellent interpersonal, communication, teamworking and project/time management skills.
- Able to adapt and re-prioritize in high pressure situations.
- Self-motivated to work on tasks of high and low priority and capable of working on own and working with others when required.
- Ability to work in a diverse team environment.
Additional Information
WHY WORK FOR SGS?
Working at SGS means joining an innovative, global Company. Let’s break down what that means for you.
- As a Company, we have embraced the shift to flexible work. We encourage our employees, wherever operationally possible, to work in arrangements that support a work-life balance.
- We’re a Company who believe our impact on society is important, so Sustainability is embedded in our culture and the way we do business.
- Paid Parental leave scheme for 8 weeks for eligible employees.
- We are driven to ensure we have a positive impact on our local communities through paid employee volunteering days and regularly encouraging time off to donate blood.
- Health & Wellbeing is important to us, which is why we offer annual health club membership rebates and discounted private health insurance, as well as a supportive Employee Assistance Program.
- Ongoing learning & development is vital to the success of any Company. We believe in investing in our employees, so we offer education assistance programs and encourage the use of our online learning platform.
- Career Development Opportunities (nationally and Globally)
COME TO WORK AND BE 100% YOU
SGS Australia supports a diverse workforce and we encourage applications from people of all ages, nationalities, abilities, and cultures – including Aboriginal and Torres Strait Islander peoples, the LGBTQI community and people living with disability. Providing employment opportunities for Aboriginal and Torres Strait Islander people is an important part of our SGS Reconciliation Action Plan (RAP). We truly believe the diversity among us will continue to foster a strong, innovative and forward-thinking workplace.
SGS Australia acknowledges and pays respect to the past, present and future Traditional Custodians and Elders of this nation and the continuation of cultural, spiritual, and educational practices of Aboriginal and Torres Strait Islander peoples.
