job description
Are you a customer-obsessed professional looking to make a global impact? ConnectOS is seeking a high-performing Customer Experience Specialist to support our Australian retail division. In this pivotal hybrid role, you will act as the voice of the customer, bridging the gap between raw feedback and actionable business intelligence.
You will not just be handling inquiries; you will be analyzing trends, identifying bottlenecks in our service delivery, and collaborating with cross-functional teams to streamline processes. If you have a passion for retail dynamics, exceptional communication skills, and a data-driven mindset, we want to hear from you.
This position offers the unique opportunity to work with a leading Australian brand while enjoying the flexibility and growth culture that ConnectOS is renowned for. Join us in shaping the future of retail customer service excellence.
Responsibility
- Serve as the primary point of contact for Australian retail customers, ensuring professional and timely resolution of inquiries.
- Analyze customer feedback data to identify recurring issues and business process improvement opportunities.
- Collaborate with internal stakeholders to implement service enhancements that boost customer satisfaction scores (CSAT).
- Maintain accurate records of customer interactions within the CRM system.
- Monitor service quality metrics and report key performance indicators to management.
- Participate in regular meetings to align on retail seasonal campaigns and customer experience strategies.
- Assist in the development of training materials and standard operating procedures (SOPs).
Qualifications
- Minimum of 2-3 years of experience in customer support or account management, preferably for Australian or international retail markets.
- Strong analytical skills with the ability to turn customer feedback into actionable business insights.
- Exceptional verbal and written communication skills in English, with an understanding of Australian professional etiquette.
- Proficiency in CRM software (e.g., Zendesk, Salesforce, or similar) and MS Office Suite.
- Proven ability to work independently in a hybrid environment with strong time-management skills.
- Demonstrated experience in problem-solving and handling complex customer escalations.
- Adaptable, proactive, and committed to continuous professional growth.