Customer Success Officer

**What’s the role?**
- Work within a first class omnichannel support operation, effectively managing high volumes of customer enquiries, keeping excellent customer satisfaction at the core of every decision and behaviour
- Ability to effectively manage a diverse range of issues from billing, login and technical issues to queries around digital advertising campaign performance
- Ability to quickly pick up on live issues still in the queue and triage complex issues that cannot be resolved
- Follow scripts/instructions when required
- Identify customers’ digital marketing needs, clarify information and provide effective solutions
- Keep track of recurring issues, shares issue with platform maintenance team and other key stakeholders
- Provide technical assistance across the Platform, supporting both internal and external users
- Ensure accurate and comprehensive documentation is created when scoping out system change requests or improving Platform knowledge
- Monitor self-service queues and provide support to investigate client complaints.
- Work with stakeholders to ensure measures are in place to reduce future impacts
- Identify manual / inefficient processes and work with the key team members and partners to implement improvements in functionality and efficiency
- Flag issues (i.e. churn risks) and opportunities (i.e. upsell opps) to your Team Leader
- Flag tech issues or opportunities with the Support team

**Who you are**
- Proven experience in a customer support role, with a track record of meeting or exceeding individual and team targets
- Comfortable following detailed workflow processes
- Exceptional communication, interpersonal and active listening skills. Ability to appreciate different and opposing perspectives on an issue
- Ability to communicate in a clear, succinct and accurate manner
- Clearly expresses meaning in writing using appropriate structure, excellent spelling and grammar and language, adapting message and style to suit the target audience
- Demonstrated typing speed of 30+ wpm, with 100% accuracy
- Highly proficient in the use of computers, CRM systems
- Keen to learn and take on coaching and feedback
- A team player but also highly motivated to work autonomously
- A great level of positive energy to deliver across multiple deadlines in a fast paced, evolving environment
- Strong organisational skills and attention to detail
- Ability to build strong working relationships with our digital fulfilment specialists, customer excellence and internal stakeholders
- Exposure to digital marketing is highly advantageous

**What’s in it for you?**
- Attractive remuneration package
- An opportunity to innovate, challenge the norm and pioneer the way forward
- A truly collaborative environment
- Variety of work where no two days are the same
- Work with some of Australia's most recognised and prestigious brands
- Make a difference as part of Australia’s most influential media organisation

**Who are we?**

We are Australia’s number one and most influential media organisation with more than 150 prestige brands across news, sport and lifestyle. Each month more than 17 million Australians choose to consume news and information from our digital and print products - more than any other media group in Australia.

**What’s next?**
- Diversity strengthens our national teams and newsroom as we seek to tell stories that represent the communities of Australia. Our people make us unique, and so we are committed to equal employment opportunities regardless of race, religion, sexual orientation, age, disability or gender identity. Applicants of diverse backgrounds are encouraged to apply_