Customer Experience Coordinator
Core
Ensures quality and consistency of customer interactions for the Avalon Australian International Airshow across digital and in-person channels.
Role type
Customer Experience Coordinator (Event Operations)
Builds
Customer service guides, volunteer rosters, chatbot flows, and event app content for the Avalon Airshow.
Domain
Events, Aviation, Aerospace
Deliverable
product features
Required skills
Social media monitoring, volunteer coordination, chatbot management, event app administration, customer service matrix management, procedural guide creation, incident escalation, data analysis
Preferred skills
Experience in events or hospitality, knowledge of online reputation management, familiarity with chatbot platforms
Responsibilities
Monitor and respond to social media enquiries; manage customer service inboxes and communication matrices; recruit, roster, and train customer-facing volunteers; oversee onsite CX operations and volunteer support; refine chatbot scripts and performance; maintain event app content and user experience; analyze CX metrics to recommend improvements.
Seniority
Mid-level, hands-on coordinator
