Associate Customer Service Consultant
1 week ago
HUB24 leads the wealth industry as the best provider of integrated platform, technology and data solutions. We are innovative and ambitious, and we move fast. HUB24 empowers our employees to bring their ideas and creativity to work and to have a real impact on our business and the success of our customers. HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB).
We think creatively and we're not constrained by traditional thinking. We're led by experts who are bold enough to visualise the future and advocate for what matters to our clients. We are here to lead change and empower better financial futures for Australians.
Benefits and life at HUB24 – Learn more about our employee benefits HERE.
Job Summary
As an Associate Customer Service Consultant you will act as the initial point of contact for established clients' day to day issues with Class\'s NowInfinity product, providing software application support and problem resolution for users within Service Level Agreements.
You will be joining a fun and inclusive team, with room for career development and growth either within our Customer Service team or the wider business.
Responsibilities- Liaise with intermediate/senior customer service consultants to resolve unusual and complex customer requests, following the escalation process as required
- Maintain customer relationships and provide exceptional customer experience regarding the effective use of the Class suite of platforms
- Assist with the development of Knowledge Base articles, help documentation, and training materials for new and existing features and/or processes
- Be up to date with the features of Class platforms and how they are applied in typical business processes through internal and external training, documentation and other resources
- Raise system issues, enhancement requests, and provide product feedback for review and validation, in line with the escalation process
- No specific qualifications required but a formal degree/certificate qualification in Accounting or Information Technology is highly regarded
- Ability to work in a fast-paced environment
- Excellent written and oral communication skills
- Ability to listen and ask probing questions to understand customer concerns
- Ability to troubleshoot issues and determine resolutions to complex issues and then communicate those resolutions to clients, team members and other stakeholders
- Acknowledgement email once your application has been submitted
- Talent team will review applications; if unsuccessful, you will be notified
- If progressing, Talent team will discuss alignment with the role
- If you have a disability or accessibility needs, share them for accommodations
- For accommodations during recruitment, email recruitment@hub24.com.au
- Interviews may be virtual or in person; more than two interviews possible depending on the role
- Communication of outcomes and feedback provided
- A police check will be conducted on all successful candidates
HUB24 is an equal opportunity employer. We are committed to an inclusive environment where diverse perspectives are valued. We welcome applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, those from diverse cultural and linguistic backgrounds, and people of all gender identities and sexual orientations. If you require adjustments to the recruitment process or accessibility support, please let us know.
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