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Support Services Advocate

2 weeks ago

Melbourne, Victoria, Australia beBeeService Full time $65,000 - $85,000

**Customer Support Role Overview:**

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  • Support users through a high-volume inbound call centre environment, as well as other channels.

As a key member of our customer support team, you will play a vital role in driving customer engagement, building trust, and turning users into loyal advocates.

Key Responsibilities:">
  1. Assist the Mable community with exceptional interpersonal skills, empathy, and compassion.
  2. Recognise opportunities to increase customer satisfaction and work towards a resolution or escalate where required.
  3. Provide information, advice, guidance, and support to our community, helping users achieve their goals through our platform.
  4. Proactively educate users on getting the most out of Mable based on their individual needs.
  5. Advocate for customers to ensure their needs are met and inquiries resolved.
  6. Provide broader business teams with insights and feedback to support process and platform improvements.
  7. Deliver standard service excellence that aligns with our code of conduct and company values.
  8. Meet individual and team KPIs, and undertake other duties and responsibilities as required.
Measures of Success:">
  1. Be part of a vibrant and caring team assisting the Mable community in a high volume inbound call centre environment, also supporting additional channels as required.
  2. Display excellent interpersonal skills with an empathetic and compassionate approach to customers.
  3. Recognise opportunities to increase customer satisfaction and work towards a resolution or escalate where required.
  4. Provide information, advice, guidance, and support to our community, supporting users to achieve their goals through our platform.
  5. Proactively educate users on getting the most out of Mable based on their individual needs.
  6. Advocate for customers to ensure their needs are met and inquiries resolved.
  7. Provide broader business teams with insights and feedback to support process and platform improvements.
  8. Deliver standard service excellence that is in line with our code of conduct and company values.
  9. Adhere to team processes and procedures and accurate record-keeping in Salesforce.
  10. Meet individual and team KPIs, and undertake other duties and responsibilities as required.
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