Customer Service Specialist

2 weeks ago

Gold Coast, Queensland, Australia beBeeCustomer Full time $60,000 - $90,000
Job Description

This role involves providing exceptional customer service as the initial point of contact for established clients' day-to-day issues with our integrated platforms and technology solutions.

You will be working closely with a fun and inclusive team, with room for career development and growth either within our Customer Service team or the wider business.


Key Responsibilities:
  1. Respond to and log customer enquiries received via phone, email, and other channels in a timely manner.
  2. Liaise with intermediate/senior customer service consultants to resolve unusual and complex customer requests, following the escalation process as required.
  3. Maintain customer relationships and provide an exceptional customer experience regarding the effective use of our Class suite of platforms.
  4. Assist with the development of Knowledge Base articles, help documentation, and other training materials for new and existing features and/or processes.
  5. Stay up to date with the features of our platforms and how they are applied in typical business processes through internal and external training, documentation, and other resources.
  6. Raise system issues, enhancement requests, and provide product feedback for review & validation, in line with the escalation process.

Required Skills and Qualifications
  • A formal degree/certificate qualification in Accounting or Information Technology is highly regarded.
  • Ability to work in a fast-paced environment.
  • Excellent written and oral communication skills.
  • Ability to listen and ask probing questions to understand customer concerns.
  • Ability to troubleshoot issues and determine resolutions to complex issues and then communicate those resolutions to clients, team members, other staff members, and other stakeholders.

Benefits
  • Be part of an inclusive employer of choice where our people can bring their whole selves to work and feel 100% safe and supported.
  • Opportunity for career development and growth either within our Customer Service team or the wider business.

Our Recruitment Process
  • Acknowledgement email once your application has been submitted.
  • Our Talent team will start reviewing your application, if unsuccessful you will be notified.
  • If your application progresses to the next stage, our Talent team will be in touch to discuss your alignment with the role.
  • Interviews can happen virtually or face-to-face with the hiring manager, or other members of the broader team.
  • Communication of outcomes to successful and unsuccessful candidates and feedback provided.
  • As part of our process, a police check will be conducted on all successful candidates.

We are an equal opportunity employer.

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