Customer Success

2 weeks ago

North Sydney, Australia Nine Full time

Company Description

Nine is Australia’s largest locally owned media company - the home of Australia’s most trusted and loved brands spanning News, Sport, Lifestyle, and Entertainment. We pride ourselves on creating the best content, accessed by consumers when and how they want - across Publishing, Broadcasting and Digital.

Our Purpose: We shape culture by sparking conversations, challenging perspectives, and entertaining our communities.

We bring people together by celebrating the big occasions and connecting the everyday moments. Australia belongs here. We bring our purpose to life via three shared values: We walk the talk, turn over every stone and keep it human.

**Job Description**:
Provide customer support, perform day-to-day activities and deliver an excellent customer experience for small to medium businesses (SMBs) placing advertising across Nine’s leading media assets through Nine’s new self-serve advertising platform.

The SMB Ad Platform team is a newly created team within the Sales organisation of Nine. The SMB Ad Platform team is responsible for driving Nine’s advertising revenue growth from the SMB sector by building, continuously enhancing, promoting and overseeing the go-to-market strategy of a new self-serve ad platform that allows SMBs to place digital advertising across Nine’s media properties.

**Day to day you will**:

- Design and implement first line automated customer support through an Intercom bot including platform tours, step by step guides through the booking process, automated FAQs and steps to triage complex issues
- Provide helpful and friendly customer service to advertisers who require support, abiding by high service level standards and minimising response and resolution times
- Provide product and targeting recommendations to customers to meet the needs of their campaign objectives
- Prepare reports by collating data gathered from customer interactions to identify common themes in customer questions, concerns of issues
- Implement updates to automated customer support tools and/or work with members of the team to identify product enhancements that will address the issues and improve customer experience, conversions and retention
- Hand customers who have exceeded a level of spend on the platform over to the Nine Plus sales team as qualified leads for direct sales representation

**Qualifications**:
Working in a fast paced, multi-tasking environment, you will get to know Nine’s digital advertising products and be an important member of a new team tasked with expanding Nine’s footprint in the SMB advertising market and growing digital advertising revenue.

**What we would like to see on your resume**:

- Experience in customer service fields
- Personable and attentive
- Strong written and verbal communication skills
- Ability to multi-task and work in a fast-paced environment
- Great problem solving aptitude
- Use of Intercom would be advantageous

Additional Information
**Being part of our Nine Sales team means you will benefit from**:

- ** Competitive Sales Incentive Scheme** that rewards and recognises performance & success.
- ** Sales Academy** - our bespoke training and development program for Sales.
- ** Every day is flexible** - we believe in the future of work where our work is led by task and purpose.
- ** Complimentary subscriptions to all our platforms** including Sydney Morning Herald, AFR, The Age, Brisbane Times and WA today.
- Brand new offices in the heart of North Sydney - **within our building are our news and filming studios** where all the action happens - plus views of the Harbour
- ** Exclusive invitations to Nine Events** - whether you are a fan of Ninja Warrior or the NRL, it could be you sitting in the audience

**Life at Nine**:
Nine is a people business. Being part of the team means you’ll be in a culture that promotes creativity and innovation, diversity and inclusion, is open to feedback, rewards impact and ensures everyone is heard. Importantly, you'll receive the following:

- Career development and quality training
- Up to 16 weeks paid primary carer’s parental leave
- Discounts on lifestyle, entertainment, and leisure memberships, including health insurance, dental and gym
- Discounts on products and services with corporate partners

**Our Commitment to Diversity and Inclusion**:
**Disclaimer**:We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.

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