Senior Customer Experience Specialist

Job Description

Add expected salary to your profile for insights Gerflor is a global flooring company that has been established in Australia for over 30 years. We are recognised as a world leader in floor and wall covering solutions. The Gerflor team are entrepreneurial and innovative, customer focused with a family feel. We strive to be flexible with our employees and offer opportunities for career progression. The Role: We have an exciting opportunity for a Senior Customer Experience Specialist to join our team in Hawthorn (Hybrid, after the initial training period). In this role, you will be supported by our Head of Customer Experience to drive exceptional customer experiences through expert service delivery, continuous improvement initiatives, and team capability development. We’re looking for someone with outstanding communication skills, enthusiasm, experience with managing data within a CRM system, coaching and mentoring abilities, and a team player. You will appreciate existing process and procedures and be a part of embedding new ones while working in a small, motivated, and friendly customer service team. Responsibilities: Monitor and ensure service levels are met or exceeded Provide coaching and support to team members for complex customer interactions Manage escalated customer situations requiring advanced problem-solving Drive customer retention and advocacy in partnership with Sales teams Lead proactive aftercare service delivery and improvement initiatives Manage complex warranty claims and technical issues Manage customer success metrics and reporting Project cost benefit analysis capabilities Support CRM implementation, improvement, and system optimisation Lead process improvement projects Facilitate team problem-solving sessions Support new team member onboarding Achieve Key Performance Indicators and Service Level Agreements aligned with business strategy Skills and Qualifications: Minimum 3 years’ experience in customer service Qualification in Business Administration (preferred) Building products and/or Construction industry experience Outstanding communication skills with demonstrated coaching & mentoring abilities Strong business acumen and commercial awareness Ability to balance customer and business needs Strong analytical and expert problem-solving skills Change management and continuous improvement experience Advanced technical system capabilities and strong data analysis capabilities (CRM, ERP, Microsoft Suite) Proven experience in an aftercare or warranty management environment A permanent right to work in Australia (unfortunately we are unable to accommodate visa holders or offer sponsorship for this role) This role would suit an experienced Customer Service Specialist who is seeking an opportunity to join a global company and work with inspiring people who are proud to have a team of experts in their field who innovate, support, and collaborate, and provide ample opportunities for career progression. If this sounds like you, then APPLY NOW - we would love to hear from you! How do your skills match this job? Your application will include the following questions: Which of the following statements best describes your right work in Australia? How many years experience do you have in Customer Service? What ERP or CRM software have you used in the past? Tell us about your experience with coaching and mentoring others in the workplace? What is your expected annual salary? How much notice are you required to provide to your current employer? #J-18808-Ljbffr