Customer Support Specialist

4 days ago

Sydney, Australia Mable Full time

The role of the Customer Support Specialist is uniquely designed to service all users of the Mable platform. The team is trained across everything Mable and is critical to driving customer engagement and loyalty.

We have multiple roles within this category covering part-time and full-time hours.

**How will I make an Impact?**

**As part of the customer support team, you will drive impact by**:

- Being able to resolve customer inquiries in the first interaction.
- Being a customer advocate, sharing customer feedback with the broader business to improve customer satisfaction
- Providing education and support tailored to meet the individual needs of all Mable customers
- Promoting self-service of the platform to enable complete choice and control of support needs

**What will I be doing?**:

- Be part of a vibrant and caring team, assisting the Mable community in a high volume inbound call centre environment, also supporting additional channels as required.
- Display excellent interpersonal skills with an empathetic and compassionate approach to customers
- Recognise opportunities to increase customer satisfaction and work towards a resolution or escalate where required
- Provide information, advice, guidance, and support to our community, supporting our users to achieve their goals through our platform
- Proactively educate our users on getting the most out of Mable based on their individual needs.
- Advocate for customers to ensure their needs are met and inquiries resolved.
- Provide broader business teams with insights and feedback to support process and platform improvements
- Deliver standard service excellence that is in line with our code of conduct and company values
- Adhere to team processes and procedures and accurate record-keeping in Salesforce
- Meet individual and team KPIs, and undertake other duties and responsibilities as required

**What are we looking for?**:

- You are excited about working in a fast-paced, high-volume environment, think big, and act with a sense of urgency for our customers.
- You are a champion in delivering world-class customer service and have a passion for providing excellent customer outcomes.
- You are a good listener, problem-solver, critical thinker, and a people person.
- You care about your customers and will always go the extra mile to get them the best outcomes.
- You are resilient and a self-starter. You are motivated to get things done.
- You have experience using Salesforce or similar CRM systems and enjoy learning new things.
- You love working in a collaborative team that enjoys having fun and supporting each other.
- You exhibit adaptability, resilience, transparency, trustworthiness, passion, and innate curiosity.
- This role requires proof of eligibility to work in Australia, including a National Police Check and Working with Children Check (WWCC).

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