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Service Partner

Apply now Job no: 53545434
Work type: Permanent Full Time
Location: ACT - Metro
Categories: Sales & Marketing

Australia Post is changing at an incredible pace. In the Business and Government department, we’ve integrated technological services that help organisations of all sizes and government departments adapt in an increasingly digital world without relegating on our historically successful offering of parcels and mail - all of which helps move Australia forward.

And we’re only getting started.

What it's like to work here:

For you, it means you'll do great work, learn from the best and develop a career within a robust and well-invested but empowering and creative environment. We all work hard – we're working on major challenges, after all – but we also recognise that you have a life outside of the office, so we provide flexible conditions that enable you to grow whilst enjoying genuine work life balance.

What does the role involve?

The Service Partner provides dedicated service support to a portfolio of customers. They are responsible for driving the quality and value of customer relationships through enhanced engagement, problem solving and strategic solutions. It also seeks to improve the customer experience through driving operational excellence & coordination of continuous improvements and enhanced customer service solutions.  This role will partner with the relevant sales executives for the purpose of providing industry leading service solutions to our customers. Additionally the role will engage with the operational service teams across Australia Post to ensure the highest levels of service are provided in line with agreed service levels.

  • Manage the on-boarding of customer solutions and customer set up, including providing access to key Australia Post systems and process for new and existing products and services
  • Achieve service level performance standards and monitor ongoing contract compliance
  • Monitor service activities performed by sales with a view to transition activity to service functions.
  • Act as the primary escalation point for issues unable to be resolved at tier 1 service management
  • Identify and resolve systemic issues and impacting the customers experience in trading with Australia Post, in partnership with operational teams
  • Maintain the customer relationship from a service perspective on behalf of internal stakeholders
  • Timely communication of  major service outages/escalations impacting the customer
  • Defend portfolio decline via effective service management strategies
  • Build positive and influential relationships between customer and Australia Post to demonstrate effective collaboration and teamwork
  • Attends/Chair regular service review meeting with the customer if applicable
  • Create and execute the Service Plan

What experience will you have?

  • Relevant experience in service delivery and/or customer service/operations
  • Capacity to not only resolve problems and issues, but to identify and develop mitigation strategies to systemic issues and barriers to performance within existing business processes and recommend solutions for continuous improvement
  • Proven ability to add value to stakeholder relationships as a trusted business advisor
  • Ability to develop an effective network quickly and effectively across the organisation
  • Leadership via influence and negotiation
  • Ability to present and facilitate to various audiences

Benefits & Culture:

We believe a diverse and inclusive workplace brings out the best in our people. We encourage applications from people of all ages, nationalities, cultures and disabilities. A career at Australia Post Group can lead down many paths and we are passionate about offering a supportive, inclusive culture, competitive compensation and flexible working conditions that enable you to develop whilst enjoying genuine work life balance.

To register your interest with our passionate careers team, please click 'Apply Now' and please remember to upload your details and your most recent resume.

 

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Advertised: AUS Eastern Daylight Time
Applications close:

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