Customer Success Consultant

5 months ago

Sydney, Australia XREF Full time

Company Description

Xref is a global, best in class, HR and recruitment technology company that empowers organisations with people-focused feedback to make great decisions. Recruit, retain and remember your people with Xref’s automated reference, pulse and exit surveys.

We are a global, ASX-listed company with users in 195 countries. When you work with Xref, you work with a vast array of clients of all sizes and industry backgrounds. Our users love and trust us - we have a 4.7 star rating out of 5 on Google, G2 and Capterra.

Xref's vision is to make it easier for the world to hire and track talent throughout their journey by changing the way organisations collect and action feedback from their people. We're growing rapidly with plenty of exciting new developments and opportunities in play

**Job Description**:
**About the role**:
Due to an internal promotion, we are looking for a Customer Success Consultant to join our global Customer Success Team. You will enjoy speaking to a large variety of clients and end users by helping them with their queries using the Xref platform. This is a varied customer service support role, where you will respond to a wide variety of support requests as well as supporting the wider Xref team.

**What the role involves**:

- Prompt resolution of logged cases - escalating if required.
- Liaise and collaborate with various stakeholders from across the Xref’s business.
- Identify platform issue trends and add to development log. Identifying areas for development and recommending suitable changes to development and sales teams
- Client data management in our CRM (Salesforce)

**Qualifications**:
**Who are we looking for**:

- A customer-centric individual who is passionate about delivering the highest standard of service to our clients
- An excellent communicator - both written and verbal with a professional and friendly phone manner
- Someone with the ability to learn product knowledge and to identify new opportunities for Xref and our clients.
- Someone with proficient computer skills and an interest in technology
- A detail oriented person to ensure all notes are logged and cases are closed in a timely manner
- You value a team driven environment as well as being able to work autonomously from home and office.

Additional Information
**Why choose Xref?**
- People focused - We prioritise people in our technology and workplace, fostering inspiration, empowerment, and inclusivity. We have a big heart and are positively charged, we embrace innovation and welcome all ideas and contributions.
- Flexible working - We embrace a hybrid work model that prioritises results and encourages a fully flexible approach to working.
- An individual Learning and Development budget of $2000 per employee per annum.
- The option to work from anywhere in the world for two weeks per annum.
- Recognition and reward for your work - We work hard, collaborate effectively and together we celebrate every individual and company success.
- Loyalty leave - Up to 5 days additional annual leave days depending on your tenure.
- Birthday Leave - Let’s celebrate you with an extra day
- Career Development - Follow your passion to a new area of the business or start an adventure in one of our other global offices - we offer tailored development opportunities.
- Employee assistance program - Our EAP offers 24/7 confidential counselling to employees and their families.
- Employee Stock Options for all.
- Events - We know how to have a good time From fancy dress to axe throwing to team BBQs, we put a huge effort into keeping our people connected.
- You must be an Australian citizen or Permanent Resident to apply._
- No agencies, please._

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