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Customer Experience Lead

1 week ago

Wellington, Wellington, New Zealand Ventia Pty Limited Full time

About the Role

This position is part of our dedicated VOC team based in Auckland. As a Customer Experience Lead, you will be responsible for providing exceptional customer service across all communication channels, primarily voice and email support.

You will use first call resolution techniques to efficiently address stakeholder inquiries, keeping them informed with relevant service information. Additionally, you will triage customers effectively to the appropriate teams when needed.

Your role involves meeting project KPIs, SLAs, and AHT targets while maintaining high-quality standards aligned with Ventia's business guidelines. You must maintain a professional and engaged presence within your team and the wider VOC enterprise group.

Project knowledge is essential, including understanding commercial aspects, systems, and processes specific to the project. You will collaborate with the team, sharing your expertise to support their customer service efforts.

Continuous learning is encouraged to stay updated on project changes, and you should actively seek opportunities for improvement, providing suggestions to enhance efficiency and customer satisfaction.

About You

The ideal candidate will excel in prioritizing tasks, possess strong organizational skills, demonstrate exceptional critical thinking abilities, and have a solid background in operational and logistics management. Proficiency in MS Office is a must.