Customer Experience Manager

2 weeks ago


Auckland City, New Zealand FUJIFILM Full time

Permanent, full-time position
- Excellent staff benefits
- Internationally renowned and global industry-leading company

**About FUJIFILM Business Innovation**

FUJIFILM Business Innovation is committed to offering innovation to businesses globally to help maximize their organizational strengths. As a USD$9 billion enterprise with approximately 40,000 employees globally, our portfolio includes R&D, manufacturing, and sales of world-class multifunction printers, production printers, and IT solutions, as well as business process outsourcing services.

**About the role**

This position is critical to our customer satisfaction levels, managing and delivering our platforms and surveys to receive feedback. Reporting to the Head of Professional Services, this role will communicate clearly both internally and externally to improve and resolve feedback and work as a point of escalation to the business for support on customer feedback.

Other duties include:

- Manage and Drive our customer feedback platform, for customer feedback, managing response levels ensuring compliance and service levels are met
- Monitor and manage internal and external feedback, ensuring closed loop system
- Track the resolution of cases and redirect to other business owners when necessary.
- Escalate critical issues to appropriate management when necessary
- Meet regularly with key stakeholders to review customer satisfaction and create and drive initiatives for increased success.
- Undertake analysis of the organisation’s customer experience data, from source and report/present findings in a cohesive manner
- Generate insights, identify key and emerging trends and issues relating to customer experience

**Skills & experience**
- A confident, outgoing nature with excellent interpersonal skills
- Understanding of customer service issues and industry requirements
- Excellent written & oral communication skills
- Have great attention to detail
- Ability to deal with clients at all levels and translate client needs into a complete solution
- Perseverance and resilience
- Experience and skills in managing stakeholder relationships

**Benefits**
- Superannuation (Only 4% of companies in New Zealand offer Superannuation)
- Southern Cross Health Insurance (fully funded)
- Health & Wellbeing Subsidy to the value of $100 per year
- Extra Birthday annual leave day provided

**Please note that applicants with the right to work in New Zealand will only be considered for this position**

FUJIJOBS



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