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Customer Support Representative

3 weeks ago

Murarrie, Australia Kangarootime Full time

**Summary**:
Kangarootime’s Customer Support Representative (CSR) is a valued member of our Customer Success team. This role is the frontline of our organization. The CSR provides high quality customer service to each one of our center leaders to resolve inquiries and provide satisfaction to our customers.

**Responsibilities**:

- Become an expert on our business model, product, and customer base
- Be responsible for maximizing the value that customers experience by providing unparalleled support via phone and chat for a wide range of inbound customer inquiries and issues
- Get creative in providing meaningful and memorable experiences for customers
- Master our internal CRM database and keep up to date with notes related to issues and requests
- Monitor customer satisfaction and measure adoption rates
- Collaborate across teams for problem solving and to improve efficiency
- Assist in creating resources for support and training customers
- Other duties as assigned

**E**ducation/ **Qualifications**:

- BA/BS degree or equivalent preferred (e.g., military experience)
- 2+ years experience in customer service or a similar customer facing role
- Understanding of SaaS is a plus

**Skills/Competencies**:

- Impeccable grammar and spelling skills
- To be detail-oriented, meticulous, and highly observant
- To be an excellent problem solver and critical thinker
- Empathy, patience, and consistency to handle different personalities and provide the same level of service regardless
- To be a self-starter who is adaptable in new situations where you can think on your feet
- Enthusiasm for new technology with a desire to learn and continuously improve
- To value diversity and a sense of team spirit
- To be goal driven and eager to make an impact
- The ability to thrive in a fast-paced, high energy start up company
- Willing to learn and self-driven
- Willingness to collaborate with others to achieve company goals
- Lives the Kangarootime values
- Strong listening and presentation skills

**_