Customer Quality Specialist
efm, Australia

At the heart of our service offering is our people and our promise to deliver a no better logistics experience. As a logistics partner to our customer, we find solutions and look after the detail so our customers can focus on their business.

As a Customer Quality Specialist, you will ensure high quality customer service experiences are met by supporting and completing various quality validation tasks within the Customer Service team. In addition, you'll ensure accurate and timely management on deliverables for the team by improving Customer Satisfaction and maintaining a high-quality customer experience.

Requirements

As a Customer Quality Specialist you will be responsible for:

• Defining clear role responsibilities for the Customer Service Team to achieve departmental metrics and KPIs.
• Investigate and resolve complex customer issues, conducting root cause analysis, and implement Continuous Improvement initiatives while updating Action Registers accordingly.
• Conduct internal and external meetings to mitigate risks and ensure customer satisfaction.
• Develop procedures for handling customer feedback and complaints.
• Identify and address customer service risks, including contact and visits.
• Manage customer escalations and major incidents, aiming for a swift resolution.
• Conduct team quality checks to ensure process compliance and resolution quality.
• Ensure timely entry and processing of bookings, inquiries, and escalations in Salesforce.
• Oversee Team governance for ISO standards, analyse statistics to gauge customer service levels, and enhance Customer Service Net Promoter Score (NPS)
  
  Experience required:
  
• Prior experience within a customer service role in a corporate setting is essential
• Transport/Logistics Industry experience beneficial but not essential
• Quality assurance experience
• Analysis and reporting skills

Benefits

• Internal advancement opportunities for high performers

• Work with like-minded and passionate people in an environment that will support and challenge you
• An outstanding opportunity to enhance your career in the logistics and supply chain industry
• An engaging and empowering culture
• On-Site café just for efm employees + Free on-site undercover parking

Job Rewards and Benefits