Job Description

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Customer Experience and Retention Specialist

Advertiser: Lendi4.2 out of 54.2 overall rating (20 employee reviews) More jobs from this company

Job Information

Job Listing Date
12 Feb 2019
Location
Sydney, CBD, Inner West & Eastern Suburbs
Work Type
Full Time
Classification
Banking & Financial Services, Client Services

Customer Experience and Retention Specialist

Lendi is Australia's fastest-growing Fintech business and we're building a technology-enabled platform to take the hard work out of home loans. We're passionate about how technology can revolutionise our industry and solve a key pain point in peoples' lives.

Due to growth, we're seeking a Customer Experience & Retention Specialist to join our growing team in our Circular Quay offices.

Reporting to our Senior Manager, Retention & Experience, this position will see you accountable for the following :

  • Customer Retention & Experience – Calls
  • Customer Experience – First contact (Webchat)
  • Customer Enquiries & Escalations - Case management

Specifically, your tasks will include:

 

Customer Retention & Experience: Calls & Webchat (Intercom)

  • Contacting and nurturing customers to build loyalty (retaining, returning business), advocacy (recommending Lendi) and capitalise on customer feedback (insight from positive reviews, addressing negative experiences, delivering recommendations for improvements)
  • Contacting customers to understand drivers of churn and customer values/needs
  • Responding to customer reviews/feedback/complaints
  • Delivering exceptional customer experience through – fast response times, quality conversations (language, grammar, spelling, relevance), positive appointment outcomes, positive case management outcomes
  • Delivering insights on driving an exceptional CX through accurate qualitative and quantitative reporting and efficient case management

 

Customer Enquiries & Escalations - Case management:

  • Managing cases end to end, relating to positive and negative customer experience – accountability for addressing queries/appointment and customer concerns/complaints
  •  Adhering to a strict and robust case management process when creating and escalating cases
  • Developing relationships with people from other business areas to drive positive customer outcomes
  • Effectively manage customer case queues, ensuring all cases are actioned by close of business each day
  • Delivering insights on driving an exceptional CX through accurate qualitative and quantitative reporting and efficient case management

 

Skills & Experience:

  • Experience in a customer-facing service, specifically retention and/or customer experience and satisfaction
  • Excellent at multi-tasking, prioritisation and problem solving
  • Passion for customer interactions - Exceptional communication, listening, language and relationship building skills
  • Ability to gain insight, through question probing, on reasons for positive and negative customer experiences.
  • Ability to work in a high-performing, fast-paced environment and work well in a team
  • Attention to detail
  • Confidence in seeking advice and action from other staff, and working with other business units  
  • Desirable (not essential)- Basic understanding of the mortgage industry, moderate excel skills, experience with Intercom and/or Salesforce.

If you're excited about joining a market-leading Fintech business that's leading the way in one of the most exciting industry sectors around, apply now and one of our friendly Talent Acquisition Team will get in touch for a confidential discussion.

Lendi is Australia's fastest-growing Fintech business and we're building a technology-enabled platform to take the hard work out of home loans. We're passionate about how technology can revolutionise our industry and solve a key pain point in peoples' lives.

Due to growth, we're seeking a Customer Experience & Retention Specialist to join our growing team in our Circular Quay offices.

Reporting to our Senior Manager, Retention & Experience, this position will see you accountable for the following :

  • Customer Retention & Experience – Calls
  • Customer Experience – First contact (Webchat)
  • Customer Enquiries & Escalations - Case management

Specifically, your tasks will include:

 

Customer Retention & Experience: Calls & Webchat (Intercom)

  • Contacting and nurturing customers to build loyalty (retaining, returning business), advocacy (recommending Lendi) and capitalise on customer feedback (insight from positive reviews, addressing negative experiences, delivering recommendations for improvements)
  • Contacting customers to understand drivers of churn and customer values/needs
  • Responding to customer reviews/feedback/complaints
  • Delivering exceptional customer experience through – fast response times, quality conversations (language, grammar, spelling, relevance), positive appointment outcomes, positive case management outcomes
  • Delivering insights on driving an exceptional CX through accurate qualitative and quantitative reporting and efficient case management

 

Customer Enquiries & Escalations - Case management:

  • Managing cases end to end, relating to positive and negative customer experience – accountability for addressing queries/appointment and customer concerns/complaints
  •  Adhering to a strict and robust case management process when creating and escalating cases
  • Developing relationships with people from other business areas to drive positive customer outcomes
  • Effectively manage customer case queues, ensuring all cases are actioned by close of business each day
  • Delivering insights on driving an exceptional CX through accurate qualitative and quantitative reporting and efficient case management

 

Skills & Experience:

  • Experience in a customer-facing service, specifically retention and/or customer experience and satisfaction
  • Excellent at multi-tasking, prioritisation and problem solving
  • Passion for customer interactions - Exceptional communication, listening, language and relationship building skills
  • Ability to gain insight, through question probing, on reasons for positive and negative customer experiences.
  • Ability to work in a high-performing, fast-paced environment and work well in a team
  • Attention to detail
  • Confidence in seeking advice and action from other staff, and working with other business units  
  • Desirable (not essential)- Basic understanding of the mortgage industry, moderate excel skills, experience with Intercom and/or Salesforce.

If you're excited about joining a market-leading Fintech business that's leading the way in one of the most exciting industry sectors around, apply now and one of our friendly Talent Acquisition Team will get in touch for a confidential discussion.

The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?

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