Customer Experience Specialist

5 months ago

Auckland City, New Zealand Latitude Financial Services Full time

Let’s talk about the Opportunity

We are looking for our next Customer Experience Specialist to join our team to respond to customer service enquiries across all our products.

An expert in your field you will partner with business leaders to ensure improvement in compliance and drive a Customer First focus with our offshore partners.

Some of the thing you’ll be doing include:
- Providing excellent customer service to our customers across a range of products- Deliver Omni-channel experience handling inbound/outbound calls and digital platforms- Follow call structure, and adhere to conversation guidelines and best practice that will contribute to our overall Net Promoter Score (NPS) results.- Ensure compliance with company policies and procedures and relevant legislation/regulations- Line 1 call and digital reviews to be conducted in accordance with the Line 1 Framework for the Customer Service Department to ensure all audits meet our regulatory requirements and are delivered within business timeframes.- Actively identify and highlight call and digital improvements for quality customer interactions from the Line 1 reviews and deliver feedback accordingly to the Customer Service Department.

Lets talk about you- Previous experience working in a fast-paced customer customer service or call center environment would be ideal- Proven ability to gather information and provide feedback effectively to improve performance.- Good teamwork, internal stakeholder management skills and the ability to work with a variety of people.- High level of attention to detail with strong written and verbal communication skills.- Be agile and have the ability to adapt to an ever-changing environment in order to keep up with products and services

We're seeking an individual who embodies a growth mindset and is enthusiastic about working in a culture that values continuous improvement and professional development

As a company, we've always been great at flex and remote working, so you'll need to demonstrate you're a natural when it comes to self-efficiency and having the motivation to get the job done.

We always support a safe, healthy, engaging and productive working environment for all employees and workers, whether that be in your home an office or a combination of both. We live and breathe our values.
_Act Right, Show Care, Be Curious_

Partners in money

Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success.

Digital payments, cards, loans and insurance is what we offer - but what we really are is a platform that helps people shop and live better.
- Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment._
- Only open to Australian or New Zealand Permanent Residents or Citizens._

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