Customer Experience Specialist

5 days 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**

At FUJIFILM Business Innovation New Zealand (FBNZ), helping Kiwis work smarter isn’t just what we do—it’s who we are. For over 60 years we’ve partnered with businesses of all sizes, tackling challenges head-on and delivering real solutions that make a difference.

Our approach is simple: we solve problems. Whether it’s automating complex workflows, enabling seamless collaboration, or delivering industry-leading cyber security, IT and print solutions, we work side by side with our customers to ensure they’re equipped to succeed. From small enterprises to large corporations, we’ve earned the trust of organisations across New Zealand who depend on us to keep them ahead of the curve.

At FBNZ, you’ll be part of a team that sets the pace for the industry—driving change and shaping the future of how our customers work. If you thrive on solving problems, pushing boundaries, and making an impact, this is the place for you.

**About the role**

We are seeking a Customer Experience Specialist who will champion our customers' voices and ensure that every interaction reflects our commitment to excellence.

Reporting to the Head of Legal & Risk, this position will deliver effective management of the Voice of Customer platform (VOC), Customer Relationship Program (CRP), and customer surveys, as well as reporting and analysis of customer satisfaction for our management team and global Customer Support stakeholders.

Other duties include:

- Oversee the functional operation of the VOC platform, ensuring compliance and service levels are met
- Track the resolution of VOC cases and redirect to other business owners when necessary.
- Monitor and manage internal and external feedback, ensuring closed loop system
- Undertake analysis of the organisation’s customer experience data, from sources including customer feedback surveys, complaints, VOC platform, and report/present findings in a cohesive manner
- Act as a key contact for customer disputes, working collaboratively with our legal team to resolve issues with fairness and transparency
- Represent the business in dispute tribunals, ensuring professional and effective case management
- 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
- Experience in handling dispute tribunal processes will be highly advantageous
- Strong communication and conflict resolution skills
- Ability to deal with clients at all levels and translate client needs into a complete solution
- Strong experience in analytics and reporting in a commercial context
- Perseverance and resilience
- Experience and skills in managing stakeholder relationships

**Benefits**
- Superannuation contributions (on top of KiwiSaver)
- Fully funded Southern Cross Health Insurance (Regular Care for you and your family)
- Annual Health & Wellbeing Subsidy
- Generous Long Service Awards
- Birthday Leave and other special leave days

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

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