Customer Support Advisor

2 weeks ago

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

We're looking for a talented Customer Support Advisor to join our team at Xplor Education in Melbourne. As a key member of our Global Operations vertical, you'll play a crucial role in delivering exceptional customer experiences and resolving complex queries on first contact.

You'll report directly to our Contact Support Team Leader and work closely with customers to understand their needs, providing timely resolutions that meet or exceed their expectations. Some of your responsibilities will include:

  • Assuming ownership of complex customer queries, ensuring prompt resolutions and meeting client satisfaction standards
  • BUILDING strong stakeholder relationships, focusing on customer connection and internal networking
  • Utilizing various technological platforms to resolve customer inquiries
  • Gaining in-depth knowledge of Xplor systems to become a subject matter expert (SME)
  • Liaising with colleagues to suggest continuous improvement ideas, leveraging customer feedback
  • Improving customer-facing processes
  • Being proactive in meeting customer service level agreements (SLAs)
  • Collaborating with senior colleagues to ensure customer needs are met
  • Demonstrating effective engagement and communication with customers
  • Responding to phone calls, emails, and chats in a polite and prompt manner to provide high-level customer service with a high first-time resolution rate
  • Resolving second-line customer queries related to account payments and contractual relationships
  • Recording all activity associated with any communication in the relevant management system

This role comes with a hybrid and flexible working model, where you'll spend 2-3 days per week in the office and the rest working from home.

Qualifications and Skills

To succeed in this position, you'll need:

  • Demonstrable experience in a similar field, mapping to this role
  • A track record of building strong client relationships and meeting/exceeding client satisfaction scores in a payments/billing environment
  • Attention to detail and attentiveness to customer requirements, able to document issues clearly and concisely
  • Experience from roles with technological depth and using vast amounts of data to create process outcomes in line with data
  • Advanced proficiency in MS Office suite of products
  • Strong communication skills, both written and oral, combined with the ability to have difficult conversations to build effective working relationships
  • Practical and positive approach to problem-solving
  • Initiative to work independently and still be a strong team player
  • Willingness to step outside the 'norm'
  • The ability to manage multiple technology resources
  • The ability to work under pressure while maintaining a calm demeanor
Salary and Benefits

We offer a competitive salary range of $65,000-$85,000 AUD per annum, depending on experience, as well as a range of benefits, including:

  • 12 weeks' paid parental leave for primary and secondary carers
  • Unlimited access to LinkedIn Learning and 10% time devoted to professional development
  • Mental health support
  • Fully flexible work arrangements
About Xplor Education

Xplor Education is dedicated to attracting, retaining, and developing diverse talent regardless of gender identity, ethnicity, sexual orientation, disability, or age. We encourage applications from all sectors of the community and strongly support Indigenous employment initiatives.

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