Customer Success Strategist

4 days ago


Melbourne, Victoria, Australia Xplor Education Full time
About the Opportunity

We are seeking a skilled Customer Success Coordinator to join our Childcare & Education vertical in Melbourne. This role offers a unique opportunity to make a real impact every day by helping our customers succeed through the use of our platform.

The ideal candidate will be a proactive member of their team, advocating customer needs internally, owning challenges, and working on ways to prevent them from recurring. They will provide support to the wider team by assigning tickets, answering customer enquiries, and maintaining broad knowledge of all company products, services, and promotions.

Key Responsibilities:
  • Proactive ticket assignment and resolution to ensure timely and accurate issue resolution
  • Initial response to customer inquiries via phone, chat, and email, ensuring adherence to Service Level Agreements (SLAs)
  • Supporting customers across the Office platform, providing exceptional customer experience
  • Handling dissatisfied customers in a polite and professional manner

This role requires excellent written and verbal English skills, as well as a confident phone manner and active listening skills. The successful candidate will also have 1-2 years of previous experience in a customer-facing position, with a strong focus on retention and engagement.

Benefits:
  • A competitive salary of $65,000 - $75,000 per annum
  • A hybrid and flexible working model, with 2-3 days per week in the office and the rest working from home
  • Ongoing dedication to Diversity & Inclusion initiatives, including a Global Mentorship Program and D&I Council
  • Access to free mental health support
What We're Looking For:

We are looking for curious and empathetic individuals who are motivated by meaningful work, resonate with our four core values, and have a positive outlook. Required qualifications include 1-2 years of previous experience in a customer-facing position, excellent written and verbal English skills, and the ability to multitask, prioritise, and manage time effectively.



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