Customer Experience Consultant - Lubes

Job summary

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The Customer Experience Consultant role requires a self-starter with exceptional customer service focus & passion for digital as part of the Customer Experience team to contribute to a low effort customer experience for Premium accounts across ANZ. Currently the role supports Fuels & Lubricants however potential opportunities may present as part of the future company strategy.

Customer contact will vary from phone, e mail, live chat, social media & other digital platforms. The role requires you to contribute to overall business objectives & goals. Problem solving & query resolution play an important part in this role in conjunction with the ability to multitask.

The role requires you to suggest & drive continuous improvement that will enhance the customer experience including dealing with multiple stakeholders.

Additionally, you will proactively promote & encourage online services & products to drive customer self-serve.

This is a Maternal Leave fixed term role- 12 months

Key Accountabilities

• First point of contact for Premium accounts covering queries, order processing, correct use of relevant business applications & systems, aligned to Service Level Agreements, policy & procedures
• Respond to customers and stakeholders across a suite of digital platforms.
• Demonstrate winning customer service techniques such as empathy, patience, advocacy and conflict resolution and ability to diffuse escalating emotions.
• Have a keen eye for identifying what can become reputational or vial and apply conflict resolution principles to mitigate issues as well as enacting the escalation process to the business and team lead.
• Provide a low effort customer experience for all interactions including first call resolution.
• Develop & maintain professional working relationships consistent with GBS’s core values.
• Strong focus on leaning in, suggesting & driving continuous improvement to enhance the customer experience & reduce rework or additional costs back to the business.
• Build an in-depth knowledge of Premium accounts, the customer offer & inhibitors. Provide insights back to the business with a lens of continuous improvement.
• Build & maintain relationships with GBS India through sharing best practice & knowledge to ensure a consistent customer experience.

• Minimum of 3 years’ experience in a corporate customer experience environment
• Demonstrated ability in key account management
• Demonstrated ability to interpret customer requirements, diagnose issues & identify solutions
• Strong confident writing and communication skills plus practice active listening
• Ability to work & learn collaboratively in a team environment.
• Strong attention to detail, excellent organisation & time management skills• SAP, JDE, Gen+,
• Salesforce CRM experience – remove SAP, Gen+ and add WDE
• Familiarity with chatbots, live chat & social media platforms – remove completely
• Experience in stakeholder management & influencing outcomes