Customer Care Agent

**Open to those with Australian working rights**:

- **Based Sydney**:

- **$60,000 + Super**

**We’re searching for people who are ready to jump in and ride the wave for this recently awarded Fintech of the year**
This Fintech start-up takes the hassle out of being a self-employed individual by taking care of all the financial admin - everything from Invoicing and Payments through to Expenses and Taxes. They take a traditionally labour-intensive and stressful set of tasks, and automate them wherever they can, delivering great experiences and online tools for their users, and making their lives easier.

**About the role**:
Customers are at the heart of everything this platform does and they are looking for a self-motivated customer success specialist who can work effectively in a fast-paced environment, and help to support the rest of the team in continuing to deliver the exceptional level of customer experience their customers have come to expect.

Reporting into the Customer Success Manager, the Customer Success Agent is responsible for developing customer relationships that promote retention and loyalty, working closely with customers to ensure they are engaged, excited and satisfied with the service they receive, as well as canvassing customers on areas where we could improve.

You will be dealing with a diverse range of customers and all of your interactions will require strong emotional intelligence, and an ability to understand and interpret, sometimes complex, tax queries.

**Your responsibilities will include**:

- Setting customers up on the platform, and managing customer data
- Conducting follow-up calls with new customers and providing them with assistance as required
- Managing customer feedback/engagement
- Writing/maintaining online help articles
- Conducting “Call Back” requests from potential customers to provide information about the company
- Educating customers on the capabilities of the platform so they are encouraged to continue using and promoting the service
- Adhering to established customer support practices to ensure customers receive the same quality of service regardless of who they deal with
- Providing feedback to technical staff and the wider team to optimise the customer experience based on customer interactions

**How we work**:

- We are a fast-moving, highly collaborative and motivated team, that is growing quickly
- We have a relentless focus on the customer, and on delivering great experiences to ensure we maintain our high rate of customer referrals
- We take a data-driven approach to everything we do, making decisions based on user behaviour - constantly tweaking and optimising to improve.
- We follow agile practices, delivering improvements iteratively in small chunks. We track the impact of our work and measure ourselves based on delivering measurable contributions towards agreed targets.
- We encourage experimentation - whether that's experimenting with new tools or techniques, or experimenting with new channels
- We invest in our people, and provide opportunities for career growth and progression

**About you**:

- Be a self-starter that takes initiative and seeks out ways to make things more efficient
- Be financially literate with a rudimentary understanding of Australian Tax obligations for individuals
- Have the ability to thrive in a fast-paced and changing environment
- Be a team player who is willing to muck in
- Have strong verbal and written communication skills (good phone manner, spelling, grammar are critical)
- Have fantastic interpersonal skills, and in particular a strong empathetic personality
- Have a strong attention to detail, organisational skills and self-sufficiency
- Be proficient in Google suite or other office software
- Have technical aptitude and the ability to learn software programs
- Have the right to work in Australia

**Bonus points for the following**:

- Previous experience with customer service tools such as Intercom
- Experience working within a financial institution and/or experience being self-employed (freelancing, contracting etc) in any industry/profession
- Experience of working in a fast-paced, agile workplace