Customer Implementation Consultant

2 weeks ago

Maroochydore, Australia Epos Now Group Full time

Overview

About the company: After a period of sustained international growth, we are looking to strengthen our service department to support a growing customer base. Driving an inclusive company culture, we work closely with employees on their own personal development plans, aligning personal and business goals for shared success.

About the role: A positive and confident communicator, with an excellent telephone manner, you will be the first interaction for many prospective customers looking for a tech-led solution to their challenges. As a member of the customer support team, you will play a key role in handling customer support calls to onboard new customers and resolve any queries timely and efficiently.

Responsibilities

- Deliver training for new customers as part of their onboarding process
- Take inbound customer support calls, answer webchats and tickets
- Provide excellent customer service by phone, email, webchat and online user support
- Where appropriate, escalate and accurately record customer data
- Conduct remote trouble-shooting and training sessions with clients
- Develop and maintain an in-depth knowledge on all products and services
- Working to call time and upselling targets, using a “soft sales” approach to proactively identify growth opportunities and attend to customer needs

Qualifications

The best candidate for this role would be;

- Driven and proactive - Can work independently and is determined to succeed (essential)
- Organised - Manage diary, phone and update systems with great attention to detail (essential)
- Resilient - Can bounce back from challenging customers, remaining calm and professional while dealing with volume calls (essential)
- Personable - Able to keep calm and show empathy for customers (essential)

Tech-literate and knowledgeable - Have a basic understanding of Android, iOS and Windows Operating Systems, a basic knowledge or experience in using Google Suite, and an awareness of customer CRM systems and data input (preferred, not essential)

Benefits

- Progression and increased basic salary through performance targets
- Earn uncapped commission through an “inbound sales” approach
- 20 days holiday pay, plus bank holidays
- Superannuation
- Company celebratory events (summer and winter)
- Long service and half annual awards

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