Customer Success Advocate
2 weeks ago
We are seeking a highly motivated and customer-focused individual to join our team as a Customer Success Coordinator in Melbourne. As a key member of our Childcare & Education vertical, you will play a critical role in ensuring our customers achieve success through the use of our platform.
Your primary responsibility will be to provide exceptional customer support, ensuring retention and customer happiness. This will involve assigning tickets, responding to customer enquiries, and working closely with the wider team to resolve issues.
Key Responsibilities- Advocate customer needs internally, owning their challenges and working on ways to prevent them from recurring
- Support customers across the Office platform
- Provide initial responses to tickets and assign incoming tickets to the team depending on the level of complexity and issue
- Respond to enquiries via phone, chat, and email, ensuring every enquiry is answered in accordance with our SLAs
- Handle dissatisfied customers in a polite and professional fashion
- Maintain broad knowledge of all company products, services, and promotions
- Support the implementation of systems improvement initiatives and the introduction and roll-out of new technologies
- Monitor the performance of systems and assist with the identification of potential issues
- 1-2 years of previous experience in a customer-facing position
- Motivated by a fast-paced environment where you will have to constantly adapt - no two days are the same
- Excellent written and verbal English skills, as well as a confident phone manner and active listening skills
- Excellent customer service skills, demonstrated daily by working quickly and accurately to resolve customer queries
- Able to multitask, prioritise, and manage time effectively
- Awareness of your own strengths and areas for growth, and a desire to develop and apply new skills
- A true team player who understands we all have to sometimes roll up our sleeves and pitch in
- A hybrid and flexible working model, where you will spend 2-3 days per week in the office and the rest working from home
- 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
- #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
- Unlimited access to LinkedIn Learning, plus regular career and growth conversations with your leader, as part of Xplor GPS
- Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
- Access to free mental health support
We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.
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