Customer Experience & Support Lead

About Blackhawk Network

Today, through BHN’s single global platform, businesses of all kinds can tap into the world’s largest network of branded payment solutions. BHN helps businesses grow revenue, increase loyalty, motivate and reward their teams, disburse funds and engage consumers. Branded payment solutions include the issuance and distribution of gift cards, egifts, corporate payouts and rewards, along with the technology to deliver these products in seamless, integrated ways. BHN’s network spans the globe with more than 400,000 consumer touchpoints. Learn more at BHN.com.

Overview

The APAC Customer Experience & Support Lead is the point of contact supporting the effective service delivery of day-to-day customer service operations. This role delivers initiatives and projects that improve outcomes for customers, partners, and frontline teams. This role doesn’t have any direct reports however the role is an integral interface to our customer service teams and stakeholders.

You will work closely with cross-functional BHN teams, vendors and suppliers, this role requires building strong relationships across APAC and globally to deliver a consistent, seamless experience at every customer touchpoint. Your role will be supporting the team meeting agreed service level agreements (SLAs) and key performance indicators (KPIs) across multi channel contact centre.

This is a fast-paced role requires sound judgement, a keen sense of ownership and a continuous improvement of mindset and balancing customer, partner satisfaction, and costs by exploring automation and self service experience.

The role reports to the APAC Director of Client and Customer Service and International and interstate travel may be required from time to time.

Responsibilities

• Support and interact with customers, partners and internal stakeholders
• Lead and support resolution of escalations, complaints whilst ensuring timely resolution
• Serve as a primary contact for customer support solutions and the delivery of projects & at times provide consultative advice as needed on solutioning
• Monitor performance by reviewing reports & dashboards, CSAT, customer feedback to identify trends & opportunities and implement improvements through training, coaching, knowledgebase articles updates, and technology changes
• Provide regular performance updates and feedback at weekly meetings, QBR’s and as needed
• Communicate service performance, issues, risks, and any outcomes clearly to internal and external stakeholders and ability to manage upwards
• Monitor delivery against contractual or regulatory SLA’s, KPIs and other indicators.
• Lead the customer service implementation of new products and processes and at times managing multiple workstreams autonomously.
• Build strong working relationships across internal teams, vendors, suppliers and other stakeholders.
• Participate in internal and external meetings, presenting information and recommendations effectively.
• Develop, maintain and review local and global processes, procedures and knowledge base articles
• Support training by developing materials, reviewing content and at times delivering training and keeping knowledge base content current
• Support service across multiple channels, including voice, email, chat, social media and online review platforms.
• Keeping across business, compliance and other industry updates
• Contribute to quality assurance monitoring and calibration activities.
• Identify opportunities to improve customer experience (CX) and user experience (UX); recommend changes and log product or system enhancements where required.
• Make sound, timely decisions independently, using available information and escalating when appropriate.
• Adapt to new products and systems and maintain a strong understanding of BHN’s solutions for clients and customers.
• Maintain knowledge of Australia laws and regulations that relate to our industry

Qualifications

• 3-6 years’ experience in a customer service frontline or back office contact centre or a similar contact centre operational role
• Experience in a multi-skilled contact centre including voice, email, chat, social media and online review platforms; familiarity with IVR is desirable.
• Preferred but not necessary experience within a financial, loyalty, rewards, or payments industry
• Experience using AI tools, quality assurance, and speech analytics to support insights and deliver UX or CX platform and process improvements
• Ability to problem-solving and prioritisation skills.
• Demonstrated ability to write and maintain processes and documentation, with strong attention to detail.
• Excellent written and verbal communication skills, including the ability to present information clearly
• Sound computer literacy, being proficient excel, word and powerpoint
• Ability to collaborate effectively with in-person and remote teams and build relationships across the business.
• Calm, professional approach when handling customer and client concerns.
• A collaborative approach and enthusiasm for working across teams and regions
• Ability to work autonomously, use initiative and manage competing priorities in a fast-paced environment.

We seek candidates who not only demonstrate curiosity and adaptability in emerging technologies but have also successfully implemented and utilized AI tools to enhance their work, improve processes, or deliver measurable results.  Our teams embrace continuous learning and the thoughtful integration of AI to create meaningful impact – for our employees and the future of work.

Employment is contingent upon the successful completion of a background check.