About the Role:

Our client is a multinational business that prides itself on delivering high-quality products and outstanding service to its customers. With a strong presence in the Australian market, they are looking for a customer-focused and solutions-driven professional to enhance their customer service operations.

Due to recent expansion, there's an opportunity for a Senior Customer Experience Specialist to join the team. You will play a key role in mentoring the team, refining processes, and ensuring a seamless customer journey. Acting as the first point of escalation, you will be the hinge pin of the team, ensuring service excellence and continuous improvement.

Key Responsibilities:

• Drive exceptional customer experiences through expert service delivery and continuous improvement initiatives.
• Serve as a first point of escalation for complex customer interactions, providing solutions and support.
• Act as the voice of the customer, developing success plans that outline key success factors, metrics, and solutions.
• Mentor customer service specialists, enhancing both technical knowledge and soft skills.
• Collaborate with Marketing & HR to deliver training on products, processes, and systems.

Why Join?

• Hybrid working model – 3 days in the office, 2 days from home after probation.
• Attractive salary package based on experience circa $75,000 + Super.
• Work with a supportive and collaborative team in a dynamic and growing business.
• Be part of a company that values innovation, customer focus, and teamwork.
• A fantastic office location in Hawthorn, with an upcoming move to a larger site in the South East area to support business expansion.
• Opportunity to contribute to a business that is modernising its operations and implementing new technology.

Who We’re Looking For

You are an experienced customer service professional with a passion for delivering solutions and improving processes. You thrive in a fast-paced, B2B environment and enjoy working with stakeholders across the business. A background in building materials, supply chain, or manufacturing would be a bonus, but we welcome candidates with strong problem-solving and leadership skills from other industries.

This is a great opportunity to step into a role where you can truly make an impact while growing your career within a global business.

Interested? Let’s Chat! We’d love to hear from you!

For any questions relating to this role or other opportunities with D&B and our clients please contact Denise Kostoulias on (03) 8535 3100 or click apply. Your application will be treated as strictly confidential.

Thanks for your consideration.

#LI-DK1