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Customer Process Excellence Specialist
3 weeks ago
We are looking for a Customer Process Excellence Specialist to join this well-known and highly regarded organisations Customer Care team based in Auckland. This is a hybrid working role that will require a small amount of travel within the Auckland area
**About the role - Atu mo te mahi**
The Customer Process Excellence Specialist will support the Continuous Improvements Manager in the design, execution, communication, and control of the processes within Customer Care to accomplish business objectives. Working collaboratively across all departments to help improve the management of the Customer Care processes, this role is critical in the development of process outcomes and takes ownership in assisting/developing the design of training materials and to help coordinate the delivery and training of project initiatives that support the
strategic goals of the business.
**Key tasks and accountabilities (not limited to)**:
- Attending stakeholder meetings across Auckland
- Prioritising projects that may impact customer care
- Updating processes and managing internal communications.
- create and/or update the processes, procedures, or policies per required business needs
- Provide analysis to enable improved operational efficiencies
- Provide concise written and verbal summaries
- Establish and maintain procedures for drafting, revising, and approving policies and procedures
- Participate in meetings and presentations or other designated special projects
- Build and maintain strong relationships with key stakeholders
**About you - Pehea koe**
- Minimum 3 years contact centre experience within a Senior CSR or QA role
- Strong working understanding of the contact centre environment
- Excellent communications skills - written and verbal
- Operate with a high degree of initiative in a constantly changing environment
- High level of attention to detail and accuracy
- A can-do, solutions
- focused approach
- Ability to prioritise and work to deadlines
- Self-motivated, conscientious and task oriented.
- Computer literacy - Proficient skills in Microsoft Office including Microsoft Word & Excel
- Ability to work in a fast-paced environment, with multiple tasks requiring attention
- Technology savvy
- Experience within the FMCG industry would be advantageous
- Full, clean NZ DL and reliable vehicle
If you like the sound of the role and have the background and skills we are looking for, we’d love to hear from you Please submit your CV and covering letter or for a confidential discussion please call Sharon Kishore - 027 648 6295
Note: You must be eligible to work and live permanently in New Zealand
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