Customer Experience Agent

Job Category

Customer Success

Job Details
- Perth, WA supporting customers across the globe

At Slack, we consider Customer Experience vital to our success. We have a roster of high-profile companies that rely on Slack for their communication, and we want to provide them with the best service. Our Customer Experience team's top priority is to make our customers successful and ensure that their experience using Slack is a cheerful and productive one.

**What you will be doing:
**As a Customer Experience Agent at Slack, you will require a broad set of skills to be successful. Not only will you be directly responsible for keeping Slack's customers happy, productive, and ensuring they have the best possible experience, but you will also spend time working with the product development team to share customer feedback and insights as well as testing new features before release to help us build outstanding products for our customers.

Slack has a positive, diverse, and supportive culture—we look for people who are curious, inventive, and work to be a little better every single day. In our work together we strive to be smart, humble, hardworking and, above all, collaborative.
- Optimally resolve customer enquiries in a conscientious, accurate, and timely manner.
- Compose personalised responses for a variety of customer requests.
- Triage requests and spot trends in customer issues to flag for the wider team.
- Empathise with every aspect of the customer experience, putting customers’ needs first.
- Identify customers and understand how they can improve their organisation’s performance with Slack
- Identify, reproduce, and document bugs for our engineering teams.
- Collaborate closely with our product development and QA teams to test new features and bug fixes and surfacing meaningful customer feedback. Make active contributions to help achieve team goals and successes.
- Contribute to the learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation.

You will be part of a large geographically dispersed team so you’ll need to be comfortable working remotely, working in the office on occasion.

**Your profile**:

- You care deeply, genuinely and passionately about customer support and about the role it plays in making a customer-centric team successful.
- You have previously worked in a customer support role with web-based software, ideally in a corporate environment. You know that every bit of work you do makes a real difference in making our customers happy.
- You are a self-motivated, proactive teammate with innovative ideas to inspire customer adoption.
- You understand the web and how it works. You're not necessarily writing and deploying your own JQuery-based, CSS-heavy responsive sites, but you're also not afraid of the technology.
- You know when something is over your head and are not afraid to ask for help.
- You are skilled at explaining technical problems succinctly and clearly.
- You exhibit diplomacy, tact, and poise under pressure when working through customer issues.
- Strong proficiency in English, verbal and especially written is a must as this is a customer support role
- You are a phenomenal colleague and willing to support others.

**Bonus Points**
You have a proven understanding of Single Sign On, API, and/or network.

**Salesforce Employee Benefits**
- Employee Stock Purchase Program
- Family Health Insurance scheme
- Financial Wellness Assistance
- Wellness and Education Reimbursements
- Employee Assistance Program
- Market leading Parental Leave
- Parent and Caregiving Support
- Fertility and Adoption Reimbursement Program

For more information visit our APAC Benefits page here

Salesforce Australia is committed to walking together with the Traditional Custodians of this land, Australia’s First Nations peoples, as we forge a path to reconciliation. Please see our Reconciliation Action Plan for more information.

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