Customer Service Representative

2 days ago

Waterloo, Australia Sonder Full time

As a Customer Service Representative, you will support our members who have issues accessing the Sonder mobile app. You will help members from all walks of life navigate the app’s features, deliver successful ongoing support, engagement, and respond to external non-member inquiries.

An important part of this role is liaising between our member experience, data and systems project manager to ensure we can provide the best support to all member inquiries.

You will also:

- Collaborate with the support centre in assisting members with log-in credentials issues while providing a smooth experience from the get-go
- Independently, problem solve, customer and member queries
- Manage the customer service inbox
- Work closely with member engagement and product teams to assess the root cause of members inquiry
- Bring an empathetic approach focusing on positive outcomes from all interactions with members
- Provide members feedback internally to inform and assess customer service development

**Who we’re looking for**

Above all else, we are looking for a team player with empathy, passion and someone who is comfortable in troubleshooting member inquiries
- Take pride in delivering exceptional customer service with an empathetic and positive approach
- Be able to work autonomously, as well as collaboratively
- Loves problem solving and is proactive in finding solutions
- Strong ability in navigating new technology and computer systems efficiently and accurately
- Experience in managing competing priorities task
- Have excellent attention to detail

**What can we offer you?**

You will work with a collaborative, vibrant and passionate team of experienced professionals, inside and outside of the Engineering Team and as we continue to grow, there will be plenty of development opportunities.
- Modern offices based in Waterloo
- Flexible work arrangements
- Induction and onboarding designed to make you succeed in your new role
- Catered lunches
- Free coffee Tuesdays
- Social events and clubs
- Bring your dog to work days
- Stocked kitchen with access to all the snacks you need
- Showers available for anyone cycling to work or lunchtime gym-goers

Join Sonder’s innovative movement and feel empowered everyday knowing you are contributing to making the world a safer place.

**ABOUT SONDER**

Sonder is a data-driven, human-first wellbeing company; helping organisations re-imagine their people’s health, wellness and safety. The heart of the solution is a technology-driven platform supported by medical and mental health experts - available every minute of every day. Their mission is to achieve the right outcome for a broad range of wellbeing and safety issues, from mild to severe. Aggregated data also provides organisations insights to reduce people-related risks and drive decision making, supporting leaders to confidently create a brighter future for their people and their organisation.
- Over 400,000 members from 90+ countries since launch in 2017.
- Trusted by major corporations, education providers and Government to enhance wellbeing across the world.
- AFR BOSS #1 Most Innovative Company for Technology 2021
- Due to the nature of our industry, all Sonder employees are required to complete a National Police Check and WWCC _

**Benefits**:

- Employee mentoring program
- Free drinks
- Free food
- Professional development assistance
- Referral program
- Work from home

Schedule:

- 8 hour shift
- Fixed shift
- Monday to Friday
- No weekends

Work Authorisation:

- Australia (required)

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