Customer Success Specialist

Competitive salary | 50% childcare fee discount*
- Flexible hours (seeking either full-time or part-time - it's up to you)
- Vibrant culture at our Southbank Support Office

**Customer Success Specialist (Families)**:
Do you fancy yourself a customer success detective? If so, why not join our emerging Business Services team at Explorers Early Learning as our new Customer Success Specialist (Families)? Not only will you be welcomed into a close-knit crew, but you'll also play a pivotal role in ensuring parents and staff have a smooth transition into our centres

**Who are We?**
We’re a Melbourne-based, family-owned early learning company with state-of-the-art Early Learning Centres located across Melbourne. We offer premium quality early education and care for children aged between six weeks and six years of age, and we’re always looking for ways to improve. Our Centres work closely with our Southbank Support Office, ensuring seamless daily operations for both families _and_ our people.

**What’s in it for You?**
- Competitive salary
- 50% childcare fee discount*
- Flexible hours (seeking either full-time or part-time - it’s up to you)
- Professional development opportunities
- Annual Awards Party (it’s basically our Oscars)
- Vibrant culture at our Southbank Support Office
- Pioneering role in our Business Services team

**About the (brand new) Role**:

- **Deliver Top-of-the-Line Customer Experiences**: Take ownership of all things feedback at Explorers (families and employees). We need someone who lives and breathes customer journeys.
- **Develop and Oversee Feedback Management**: Craft effective feedback management systems to ensure every family and employee has a day-making onboarding experience
- **Spearhead Investigations**: Remember when we asked if you’re a customer success detective? We need someone who can take charge of end-to-end investigations for all types of feedback, pain points, and areas for improvement.
- **Build Strong Relationships**: Work isn’t just work at Explorers - it’s an opportunity to form meaningful connections, professional networks, and lasting friendships.
- **Engage Existing and New Customers**: Engagement is the name of the game. We believe that onboarding and ongoing customer/employee feedback is more than just a box to tick - it’s an opportunity to engage on a deeper level.

**What Your Day-to-Day Will Look Like**:

- **Develop Feedback Processes**: Craft, manage, and finetune our feedback management journey from start to finish.
- **Evaluate Feedback Cases**: Screen and direct feedback cases to the relevant channels with ease, ensuring they’re addressed promptly and effectively (and escalated when needed).
- **Provide Insightful Reports**: Dive into the data to analyse customer/employee feedback trends and compile them into easy-to-read reports (we love a graph).
- **Maintain Ongoing Communication**: Keep the conversation flowing with our staff and customers - we want to ensure they know they’re being heard _every_ step of the way.
- **Resolve Complaints**: Tackle customer concerns with a positive, can-do attitude to swiftly resolve customer complaints and pain points.
- **Support Family Support Team**: Be a team player for our Family Support Team by serving as their point of contact and ensuring everyone is on the same page.
- **Serve as a Liaison**: Act as the connector between teams to ensure effective communication and execution of customer feedback initiatives. In other words, someone who gets things done.
- **Ensure Accurate Recordkeeping**: We love numbers, data, and (tidy) records as they all tell an important story.

**Skills, Experience, and Know-How**
- **Excellent Communication Skills**: We're all about connections at Explorers We're looking for someone who's a natural at engaging people and making them feel heard.
- **Customer Service Experience**: Ever made a customer’s day with a positive experience? We want someone who’s tackled (and resolved) tricky customer situations with ease.
- **Analytical Abilities**: We need someone who loves to dig deep, break down a problem, and uncover the mysteries behind what our families and employees are _really_ saying.
- **Calm Under Pressure**: Can you keep a cool head when things get heated? We need someone whose unshakeable, even in high-pressure scenarios.
- **Problem-Solving Skills**: We need someone who sees problems as puzzles just waiting to be solved.
- **Commitment to Improvement**: We strive to get better every day, so we want someone who shares our commitment to growth, development, and ongoing progression.
- **CRM Experience**: Ever used Salesforce or a similar CRM? While it’s a bonus, we won’t rule you out if you haven’t - we’re here to help

Explorers is committed to being a flexible, safe, equal, and inclusive workplace where we embrace and support diversity.