Senior Customer Service Associate

2 days ago

Melbourne, Victoria, Australia beBeeSupport Full time $60,000 - $72,000
Customer Support Representative Job Description

As a frontline ambassador for our customers and partners, you will be responsible for assisting them to resolve their queries efficiently and professionally.

Key Responsibilities
  • Respond quickly and courteously to customer enquiries via email or phone, adhering to agreed service level agreements.
  • Deliver accurate information about our products and solutions, helping customers resolve basic to moderately complex issues.
  • Triage customer tickets, escalating more complex issues to senior team members when required.
  • Maintain a positive, customer-focused attitude in all interactions.
  • Log interactions and solutions accurately in the support ticketing system.
Product Knowledge and Management
  • Stay up-to-date with features, processes, and updates.
  • Assist in updating support documentation and FAQs as needed.
  • Participate in internal training sessions to expand product knowledge and customer service skills.
Team Collaboration and Continuous Improvement
  • Collaborate with colleagues across support, product, and success teams to solve customer queries and improve service delivery.
  • Provide feedback from customer interactions to support continuous improvement efforts.
  • Suggest ideas to enhance the customer experience and streamline support processes.

Basic requirements include:

  • Understanding of business processes.
  • Ability to learn job management software (training provided).
  • Effective written and verbal communication skills.
  • Ability to build rapport with customers and team members.
  • Collaborative and approachable with a positive attitude.
  • Strong attention to detail; diligent in following documented processes.

We offer a competitive salary, comprehensive paid training, ongoing development opportunities, and a supportive team culture.

What We Offer
  • A dynamic work environment that fosters growth and collaboration.
  • Ongoing training and professional development opportunities.
  • A supportive team culture that values employee well-being.

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