Customer Support Coordinator

3 weeks ago

Melbourne, Australia Hub Australia Full time

Work in a tight knit, fun and collaborative team
- Enjoy providing premium customer service

**Customer Support Coordinator | National**

**Reports to**: General Manager Business Services

**Start date**: To be discussed

**Location**: Collins Street, Melbourne

**Employment type**: Permanent full-time.

**Ordinary hours of work**: Full-time. 09:00 to 17:00 or 10:00 - 18:00 Monday to Friday (Based on manager requests and rosters). Occasional overtime may be required to perform the duties of the role. In-person attendance at the annual company gathering on a Saturday held in June/July each year.

**Salary**: To be discussed at interview stages.

**About Hub Australia**

Founded in 2011, Hub is widely considered the market leading premium workspace-as-a-service platform in Australia and is renowned for its customer service. We deliver hospitality driven solutions that create workspace experiences that people love. We are the trusted local workspace partner for businesses and landlords that choose Hub because we help them attract and retain the best talent and tenants.

Hub manages premium flexible workspace, business lounges, concierge, building activation and other amenities across locations in Sydney, Melbourne, Brisbane, Canberra and Adelaide. We have further locations under development in suburban locations on the eas tern seaboard, as well as Perth. This national network will mean that Hub will be in the unique position of being the only local operator to provide a consistent, premium experience for businesses to support the hybrid workplace demands of the talent they need to succeed. Hub has been listed as one of Australia's best employers by Great Place To Work for the last 3 years running and it's our commitment to creating a thriving culture for our Hub team that in turn makes it possible to in turn do the same for our customers' workplaces. Hub is a certified Bcorp and carbon neutral organisation. All locations we operate are also certified carbon neutral and WELL Health and Safety accredited.

Our 3-year strategy is to create Australia’s best workspace-as-a-service platform for businesses and their teams to love where they work.

**Your role**

The purpose of this role is to provide hospitality focussed telephone, communications and administrative support to the Hub Australia business, and to the Hub members, customers and guests. This role will answer calls on behalf of Hub and Hub members to ensure that customers calls/queries are responded to in a professional and friendly manner, exceeding the expectations in going above and beyond at every opportunity. You will work within a collaborative and tight-knit team and be empowered to achieve more and succeed in growing a career at Hub.

The role will also require the provision of administrative services for different Hub teams, to support areas such as Finance and Reporting, Human Resources, Operations, Sales and Tech.

**Responsibilities**
- Enquiries, Customer Experience & Support_
- Ensure all Hub’s incoming calls are answered in a timely manner, handled in the best way possible for the Hub team, and any follow ups undertaken as required;
- Answering calls on behalf of Hub members and customers in a professional, friendly and timely manner;
- Entering all relevant data in the management system to ensure that the required information is retained on behalf of Hub or the Hub customer;
- Keeping directory information up to date and making changes when required;
- Assist with onboarding and offboarding of Hub virtual office members from the applicable systems
- Generating customer and internal reports - ensuring accuracy and completeness;
- Follow Standard Operating Procedures (SOPs), processes and workflows for all aspects of the operation including Hub day to day phone requirements, and members and customers Connect requirements;
- Assists in reporting telephone equipment or service complaints and issues;
- Seeks ways to improve procedures, policies and customer experience, team member experience and efficiencies;
- Collect customer feedback, analyse and implement improvements on processes and procedures;
- Maintain a strong and collaborative relationship with Clubhouse team members to continue a harmonious working relationship;
- Processing product sales through our systems and charging to customers;
- Generating reports that monitor the communications activity of Hub and/or Customers to verify on-charging and take-up of the product offering.
- Assisting Other Departments_
- Providing administrative support to other areas within the Hub business. This could include data entry, proposal preparation, record keeping or preparing reports.
- Assisting to keep operational manuals and checklists up to date as directed.

**Key skills & experience**
- 1 year experience in telephone operations on behalf of customers and employees
- Excellent communication skills
- Experience in a hotel or hospitality reservations environment preferred
- Track record of u

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