Virtual Receptionist

2 weeks ago

Melbourne, Australia Hub Australia Full time

Work in a tight knit, fun and collaborative team
- Enjoy providing premium customer service
- Receive amazing perks focused on wellbeing and career development

**Virtual Receptionist/Customer Support Coordinator (On-site) | National**

**Reports to**: Business Services Manager

**Start date**: To be discussed

**Location**: Collins Street

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

**Ordinary hours of work**: Full-time. 09:00 to 17:00 or 10:00 - 18:00 Monday to Friday

**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 eastern 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**:
As a Customer Support Coordinator, you will be an integral part of the Business Services team providing friendly and personalised support to the Hub Australia business, and to the Hub members, customers and guests.

Day to day, you will be responsible for answering calls on behalf of Hub and our members, managing our live chat and inbox, ensuring smooth onboarding/offboarding of our members and assisting in the overall growth of the Business Services member portfolio. You will exceed 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 internal collaboration and administrative services for different Hub teams. You will be working closely with and supporting areas such as Finance and Reporting, People & Culture, 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;
- 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 customers Connect requirements;
- Collect customer feedback, analyse and implement improvements;
- Processing product sales through our systems and charging to customers;
- 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 use of CRM, accounting systems and microsoft suite of products
- Use of a ticketing software highly regarded
- Proven experience in developing and maintaining best practice Standard Operating Procedures - with a distinct focus on service and experience excellence;
- Excellent and proven people skills;
- Fresh, fun attitude with a passion for hospitality and creating a memorable experience for our members.
- That said, If your experience looks a little different but you think you’d be a great fit, we’d love to hear

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