Customer Experience Advocate

3 weeks ago

Richmond, Australia EstimateOne Full time

E1 is an Australian-born software as a service (SaaS) platform that has been recognized as one of the Australia's Best Places to Work in Australia and NZ by the Australian Financial Review (AFR). Headquartered in Richmond, Melbourne, our goal is to become the global standard for procurement platforms in the commercial construction industry.

We are the market leaders in Australia and New Zealand and are now expanding our product into the UK. Last year, we secured $20 million in new investment to support our strategy, making it an exciting time to be joining our team.

At E1, we believe that by prioritizing the needs of our users, team, shareholders, and the industry, we can achieve our vision to become a global leader in construction technology. To do this, we need to optimize and innovate our platform while ensuring that it provides value to our customers.

Our established scale-up vibe creates a lively and dynamic work environment. We have come a long way in 14 years, and our progress has us excited for the next 14. We are committed to creating a career-defining workplace for all our team members, focusing on transparent and fair expectations and results.

About you

  • You are a great communicator with fluent English skills.
  • You are proactive in learning about the industry and product to provide exceptional customer experiences.
  • You are driven to achieve personal, team, and company goals.
  • You are a strong team player, eager to help our customers and your colleagues.
  • You can manage your day while prioritizing core team outcomes.
  • You are prepared to handle objections and solve problems.
  • You are keen to identify areas for improvement and take ownership of influencing change.
  • You are tech-savvy and can pick up Google Docs/Sheets/Gmail, ticketing systems, and CRMs.
  • You have full Australian working rights and are based in Melbourne.

About the role

You will be the customers' advocate, delivering high-quality support to our customers and the wider E1 business. Our business spans three key audiences: Builders, Subcontractors, and Suppliers. As a Customer Experience Consultant, you will play a pivotal role in supporting these three key audiences.

The day-to-day tasks of a Customer Experience Consultant

  • You will connect with customers to answer and resolve inbound support calls and tickets.
  • You will perform administrative duties, including platform upkeep and customer account management.
  • You will make outbound account calls regarding licenses, billing, onboarding, and engaging our customers on the platform.
  • You will participate in training our customers via phone or video calls.
  • You will collect and streamline client feedback and communicate it across the organization.
  • You will work with the Customer Experience team to set and achieve team goals by contributing to key initiatives.

Perks

We offer more than just creating game-changing technology for the construction industry. To reach our goals, we need to look after our team.

  • A generous allowance to set up your own work-from-home zone each year.
  • The ability to work from home.
  • $5,000 per year to put towards your professional development.
  • Five days of entrepreneurial leave per year, to work on your side projects and make them a reality.
  • Paid parental and volunteer leave.
  • Partnership with Telus Health, a platform to support the wellbeing of our team.
  • Business-wide activities on a Friday afternoon, every eight weeks.
  • We also match NFP donations 2:1.

E1 is an equal opportunity employer committed to providing a work environment that values diversity and inclusion. If you have any support or access requirements, please let us know at the time of application. As a 2023 Circle Back Initiative Employer, we also commit to responding to every applicant.

#LI-Hybrid

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