Customer Experience - Specialist

About Us:

Newfold Digital is a leading web technology company serving nearly seven million customers globally. Established in 2021 through the combination of leading web services providers. Endurance Web Presence and Web.com Group, our portfolio of brands includes: Bluehost, Crazy Domains, HostGator, Network Solutions, Register.com, Web.com and many others. We help customers of all sizes build a digital presence that delivers results. With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs.

In this role, as a Senior Front-end Engineer in the Software Engineering team, you will work with a team of highly technical Software engineers, Operation Engineers, Product Managers etc to engineer great products, deliver five 9's uptime, build reliable systems, tools & automate processes. Our teams are small, incredibly impactful. We're highly motivated, engaged, and empowered to make a difference. We're looking for talented engineers with a strong engineering background and a penchant for solving complex technical problems.

Does this sound like you?

Location – Sydney| Australia

What you’ll do & how you’ll make your mark.   

The Senior Customer Experience Specialist (SCES) will work with all our APAC brands under Newfold (i.e. Crazy Domains, Vodien, Digital Pacific etc...) and work closely with our team in Cebu. The SCES is responsible for contributing to overall customer satisfaction by providing superior customer service through the management and resolution of complaints.

The key objective of this specialized role includes managing high-risk stakeholders and implementing strategies to mitigate risk and minimize complaints. You will have a sound knowledge of Consumer Protections, Australian Consumer Laws (ACL) and Australia Privacy Principles (APPs) to perform your role.

The SCES will be the first point of escalation for customer complaints. They need to handle complaints raised to senior management, CEO etc. They'll need to work with regulatory bodies and, if needed, attend tribunal hearings. Complaints need to be managed with a view of customer retention and to minimise the company's exposure to legal actions, negative publicity, and revenue loss via debt recovery and business loss compensation claims. You will also need to collect and analyse customer feedback to improve customer experience.

The SCES, through the management of customer complaints, should identify systemic and recurring issues and provide insights and suggestions to rectify or improve the customer experience.  Additionally, feedback should be provided to key stakeholders regarding the individual cause of complaints for training and development purposes.

The SCES must be able to operate under limited supervision and exercise independent judgment. It is expected this person would seek guidance and support from management as required and demonstrate a willingness to take ownership of solutions.

Who you are & what you’ll need to succeed.  

• Minimum 3-5 years' experience in customer support or customer success management roles

• Demonstrated ability to empathize with the customer and manage their expectations accordingly.

• Demonstrated knowledge of Consumer Protections, Australian Consumer Laws (ACL) and Australia Privacy Principles (APPs)

• Investigation skills or experience working in a complaint handling environment.

• Excellent Analytical skills

• Organizational skills and ability to manage a large caseload of complaints and project tasks.

• Must display good work ethic and a commitment to customer service improvements.

• A track record for identifying opportunities and new ways of doing things resulting in business improvement or cost savings.

• Will have a positive and upbeat attitude as well as an ability to build rapport with colleagues and assist in the development of new hires and those developing.

• Personable, approachable, Capacity to work both independently and as part of a team.

• Outstanding written and verbal communication skills

• Demonstrated experience in the interpretation of legislation, policies, and guidelines.

• Excellent practical knowledge of consumer protection and privacy legislation.

Why you’ll love us.

 • We’ve evolved: We provide three work environment scenarios. You can feel like a Newfolder in a work-from-home, hybrid, or work-from-the-office environment.

• Work-life balance: Our work is thrilling and meaningful, but we know balance is key to living well.

• We celebrate one another’s differences: We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 20+ affinity groups where you can network and connect with Newfolders globally.

• Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold!