Customer Experience Advocate

3 days ago

Sydney, New South Wales, Australia Standards Australia Full time
About the Role

The Customer Success Specialist plays a pivotal role in delivering exceptional customer experiences for Standards Australia's clients who interact with the customer success team.

This position focuses on ensuring timely and accurate resolution of customer service, SA store, and subscription inquiries to foster customer loyalty.

You will exceed customer expectations by implementing proactive problem-solving strategies, analyzing processes, and introducing initiatives that surpass customer expectations.

Key Responsibilities:
  • Respond to incoming phone calls, emails, and webform inquiries regarding purchasing products, billing issues, product problems, service questions, and general customer concerns or complaints.
  • Maintain a high level of professionalism with both customers and internal stakeholders.
  • Update customer information in the CRM database during and after each customer interaction.
  • Communicate real-time feedback from customers, their needs, and business requirements to the Customer Success Manager and internal teams.
  • Optimize the use of available technologies and systems to streamline work processes across all communication channels.
  • Review knowledge base content regularly and suggest improvements based on customer feedback to enhance the support tool and promote a customer-centric approach.
  • Collaborate with colleagues across the business to nurture relationships that enable the department to provide excellent customer service.
  • Champion and leverage Standard Australia's IP assets through proactive and reactive licensing and copyright arrangements.
  • Drive retention, growth, and customer satisfaction of store subscription customers through relationship building and understanding of customer usage needs and potential needs.
About You

We are seeking an experienced professional with a minimum of 2+ years of experience from a call centre or customer support environment.

Candidates should have expertise in customer retention and engagement, as well as a strong understanding of subscription models.

A track record of creating measures to improve the customer experience is essential, along with proficiency in Microsoft Office Suite and Customer Relationship Management systems.

What We Offer

Standards Australia offers a comprehensive benefits package, including professional development and training opportunities, a 9-Day fortnight, opportunities for global working, and a generous work anniversary program.

Our organisational values - Integrity, Courage, Accountability, Respect, and Excellence form the basis of all we do.

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