Customer Support Consultant

5 days ago

Docklands, Australia Oxford University Press Pakistan Full time

**Customer Support Consultant**:

- Location: Docklands, VIC, AU, 3008
- Salary: Dependent on skills and experience
- Division: Technology and Operations
- Department: Marketing & Customer Experience

**About the Role**
We are looking for a talented Customer Support Consultant to join our Marketing & Customer Experience Team and be responsible for providing support to all customers by promptly responding to queries and concerns in a professional manner. He/she represents the business and our digital product offering as the first line of support for teachers, students, trade partners and sales consultants.

**Key Responsibilities**:
**Customer Support**:

- Respond to internal and external customer queries within KPI
- All data entry to be keyed within KPI
- Process credit card payments for all cash sale & staff orders
- All in house tasks are completed to schedule
- Contribute to continuous improvement within the role and suggest process improvements and better ways of working
- Be the voice of the customers, advocate for product improvement and customer experience
- Collaborate and problem-solve effectively within a high performing team

**Sales Support**:

- Send information about customer calls to sales teams
- Provide customer feedback to sales teams
- Maintain customer records in the CRM and in SAP
- Provide customers information on their current trading terms

**Data Administration**:

- Assist with data clean-up work for both SAP and the CRM outside of peak times
- Assist with export shipping duties as required
- Assist the warehouse by investigating problem returns
- You may be asked to do data entry or clean up tasks for other departments outside of peak times

**About You**
**Essential**:

- Exceptional interpersonal skills, including strong customer service fundamentals and experience in a customer service or similar role
- Ability to problem solve and troubleshoot, think problem through methodically and respond calmly under time pressure
- Demonstrated ability to engage with other stakeholders and departments within the business to get the best outcome for the customer
- Ability to critique processes, offer creative solutions and commit to continuous improvement of the team

**Desirable**:

- An understanding of the education and/or publishing industry in Australia
- Experience working Zendesk, SAP, Salesforce, Microsoft 365 Suite

**Benefits**:

- Highly flexible working environment
- Two work-from-home days per week and rostered Friday afternoons off (fortnightly)
- Access to contemporary offices and facilities close to Southern Cross Station
- Varied learning and development opportunities
- The opportunity to support Skyline Education Foundation through our Workplace Giving Program
- Comprehensive wellbeing program, including an EAP available to you and your family
- Other enterprise level benefits including Long Service Leave at 5 years, 2 days of paid Volunteering Leave and Study Leave per year and more

**Queries**
- Job Category: Support & Operations

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