ACXPA Featured Member Aurelius Bastian

Brief Overview of Current Role…

In my current role as a Customer Service Team Leader at Seek Limited, I lead two teams of specialists dedicated to handling complex and technical inquiries from both internal and external customers and stakeholders.

My primary focus is on coaching, mentoring, and developing team members to help them maximize their potential for growth and development.

I am dedicated to maintaining and enhancing the customer service and experience provided by my team, ensuring that Seek’s standards are consistently met or exceeded.

Additionally, I am responsible for managing and facilitating workforce planning for the customer service department, ensuring that staffing levels and resource allocation align with demand effectively

Best Career Advice I’ve Received…

One of the best pieces of career advice I’ve received is to “embrace discomfort.” Initially, it sounded counterintuitive, but as I reflected on it, I realised its profound wisdom.

Growth often happens outside our comfort zones. By pushing ourselves to take on challenges that initially seem daunting or uncomfortable, we open ourselves up to new opportunities for learning and development.

Whether it’s tackling a new project, taking on a leadership role, or learning a new skill, embracing discomfort has led me to some of my most significant professional growth moments.

It’s a reminder to lean into the discomfort rather than shy away from it, knowing that it’s often the pathway to progress and success.

Initiatives/Current Challenges I’m working on…

An initiative I’m currently leading:
Skill Enhancement and Cross-Training Program: Implementing a structured program within our customer service teams to facilitate cross-training among team members in various specialised areas or technical proficiencies.

Encouraging team members to explore new skill sets and assume roles beyond their usual responsibilities.

This initiative aims to bolster individual competencies while promoting team versatility and adaptability.

Challenges I’m addressing:
Incorporating conventional metrics into an unconventional contact centre environment to enhance customer experience and distinguish performance.

Something I wish others knew about my role or the industry…

From a leadership standpoint, while it’s indeed an excellent opportunity to guide, develop, coach, mentor, and foster career and personal growth, it’s crucial to recognise that leadership isn’t solely about being liked and is definitely not a popularity contest.

Various behaviours, challenges, circumstances, and outcomes come into play, and the journey isn’t always effortless.

Success hinges on effectively balancing and managing these elements while upholding professional standards consistently.

A Funny Fact or Story about Myself…

An intriguing tidbit about me is that I welcomed the New Year of 2017 aboard a special Qantas 747 Antarctica flight flying over the South Pole.

It was a surreal experience witnessing the sun shining as brightly as noon at midnight and the live band onboard the flight playing Auld Lang Syne!

Truly an unforgettable moment that left me in awe.

When I’m not at work you’ll find me…

Outside of work, you’ll often catch me either exploring new destinations or whipping up culinary delights in the kitchen.

My background in hospitality management equips me with the knack for entertaining and ensuring everyone’s enjoyment.

Additionally, I love delving into domestic travel, discovering more about the wonders of Australia—a cherished pastime of mine.

Best/Favourite ACXPA Member Benefit…

One of the best benefits of being an ACXPA member is the access to a vibrant community of like-minded professionals passionate about customer experience.

Being part of this community provides opportunities for networking, knowledge sharing, and professional development through events, workshops, and online resources.

Additionally, membership offers access to the latest industry insights, trends, and best practices, empowering members to stay at the forefront of the rapidly evolving field of customer experience management.

S1 EP 16 of the CX Matters Podcast, from the kitchen the contact centre with Aurelius Bastian and Justin Tippett
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Short, sharp interviews and presentations on specific topics to fast-track your knowledge!

The ACXPA Member Bites are only available to ACXPA Members! 

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Nadine Power, ACXPA National Advisory Board Member

IVR Best Practice

Over 90% of contact centres are using an IVR (Press 1 for this, press 2 for that), and we've encountered many contact centres with over four layers of options for customers to select from. In this session, Nadine will be sharing some best practice tips on IVR design for 2024.

Presented by Nadine Power, Client Success Manager, VERSA Connects (and ACXPA National Advisory Board Member)

More sessions announced soon! 

(If you're interested in speaking at one of our events, click here to learn more >)

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