Customer Experience Specialist

Asahi; Melbourne; On-site; AUD 55,000 - 75,000; Full time

Job summary

Asahi in Melbourne is seeking a Customer Experience Specialist to deliver a seamless customer journey across phone and email, handling enquiries and orders from start to finish. You will take ownership of issues and work closely with internal teams to resolve them accurately and efficiently.

In this role you’ll collaborate with Sales, Logistics, Supply and Credit teams to provide a connected customer experience, aiming for first-contact resolution while contributing to team service targets

Qualifications

• Experience in customer service, contact centre, or related operations.
• Strong attention to detail when processing orders and information.
• Professional phone and email communication.
• Excellent organisational and time-management abilities.
• Proactive, positive approach to troubleshooting and ownership.
• Experience with multiple systems; SAP or Salesforce preferred.

Responsibilities

• Handle customer enquiries across phone, email and other service channels.
• Process orders and manage cases end-to-end.
• Resolve account, delivery, pricing, logistics and service inquiries.
• Understand customer needs and aim for first-contact resolution.
• Collaborate with Sales, Logistics, Supply and Credit teams to deliver a connected customer experience.
• Support targets and contribute to continuous improvement.

Skills

Customer service

Attention to detail

Communication skills

Organisational skills

Troubleshooting

Flexibility

Tools

Microsoft Office

SAP

Salesforce

Job description

Job Description

Customer Experience Specialist

Your Impact

As a Customer Experience Specialist within our Customer Success Centre, you’ll help deliver a seamless experience for customers across our portfolio. Managing enquiries and orders across phone and email channels, you’ll take ownership of customer needs from start to finish, working closely with internal teams to resolve issues accurately and efficiently.

Key Accountabilities

• Manage customer enquiries across phone, email and other service channels
• Accurately process customer orders and manage customer cases from end to end
• Resolve account, delivery, pricing, logistics and general service enquiries
• Understand customer needs and provide tailored solutions, aiming for first-contact resolution
• Partner with Sales, Logistics, Supply and Credit teams to deliver a connected customer experience
• Contribute to individual and team service targets while supporting continuous improvement

About You

• Previous customer service, contact centre, order processing or customer operations experience
• Strong attention to detail and accuracy when processing orders and information
• Confident communication skills with professional phone and email etiquette
• Excellent organisational and time-management skills, with the ability to meet deadlines
• A proactive, positive approach to troubleshooting and taking ownership of customer issues
• Comfortable using multiple systems, ideally including Microsoft applications, SAP or Salesforce
• Able to support the team across our peak trading period, with flexibility to work through November, December and January, including the Christmas and New Year period as required.