Customer Care Specialist

2 days ago

Melbourne, Australia Halcyon Knights Full time

**LOCATION**:Melbourne

**WORK TYPE**:Full time, Permanent, Mostly WFH

**ABOUT THE COMPANY**:
My client is a leading SaaS company enabling retail, travel and hospitality brands to earn the loyalty of their end customers by powering real-time, omnichannel and personalised consumer marketing activites. Their API-based, cloud-native marketing platform is currently powering loyalty and customer engagement solutions for enterprise businesses all over the world.

**ABOUT YOUR NEW ROLE**:
The global Customer Care team of 14 is currently situated in UK, Canada and Australia, managing requests that come in from customers both internally and externally. Workload of around 500 to 600 tickets a week is shared among the 3 regions, managed through Zendesk. You will need to have an understanding of multiple systems and how their customers use the products. Teamwork is key to resolving issues when communicating within the team. Each day is different - assisting a new employee with equipment or IT issue, or helping external customer to navigate the platform, or examining logs for transactions to troubleshoot an issue, or digging into 3rd party systems.

**WHAT’S IN IT FOR YOU**:
My client is focused on assisting employers to achieve career growth, with several members moving on into other teams and progressing in their careers. The APAC region is very young and has huge potential growth.You will work in a fun and cohesive environment with quarterly get together for meetings and team activities, yearly trip to Europe (July) and a bonus scheme of up to 10% of your salary (depending on your personal achievement and company revenue targets).

**WHAT YOU NEED TO SUCCEED**:

- Experience working in an IT support role, assisting with problem solving in a high volume, fast paced environment
- Commitment to providing an outstanding level of customer service through root-cause analysis problem solving methods
- Great organisation skill to self-manage workload
- Experience in ITIL, Coupons, Loyalty and Stored Value are valuable

**SALARY PACKAGE**:
**WHAT YOU NEED TO DO**:

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