Customer Experience Specialist

Asahi Beverages; Melbourne; On-site; AUD 60,000 - 76,000; Full time

Job summary

Asahi Beverages in Melbourne is seeking a Customer Experience Specialist to deliver a seamless service experience across phone and email channels. You will own customer inquiries and orders from start to finish, collaborating with internal teams to resolve issues efficiently.

You will contribute to service targets, support peak trading periods through November to January, and use systems like SAP or Salesforce to ensure accurate processing and timely communication.

Qualifications

• Experience in customer service, contact centre, or order processing.
• Strong attention to detail and accuracy when processing orders and information.
• Confident communication with professional phone and email etiquette.
• Excellent organisational and time-management skills to meet deadlines.
• Proactive, positive approach to troubleshooting and ownership of issues.
• Comfortable using multiple systems, including Microsoft applications, SAP or Salesforce.
• Flexible to support peak trading period through November–January.

Responsibilities

• Manage customer enquiries across phone, email and other service channels.
• Accurately process customer orders and manage cases 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 to deliver a connected customer experience.
• Contribute to service targets while supporting continuous improvement.

Skills

Customer service

Communication

Attention to detail

Organisational skills

Problem solving

Time management

Team collaboration

Adaptability

Tools

Microsoft applications

SAP

Salesforce

Job description

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.