Customer Service

**About us**

Stamp Loyalty is an award-winning B2B global loyalty software company. We provide digital loyalty solutions to businesses and brands.

Our loyalty app, Stamp Me, puts the concept of the “Buy 5, Get 1 Free” style stamp cards onto a mobile phone. It’s used by small-to-medium sized businesses and their customers all over the world, to reward loyalty and drive customer retention.

We also build and manage custom loyalty platforms for enterprise clients which include many well-known brands including Samsung, CHANEL, Alcon, QV Skincare and Zoetis.

**About the role**

Due to our continued growth, we are seeking an enthusiastic full-time Customer Service and Admin Assistant.

This role will suit a strong graduate or someone with 1-2 years’ experience in a similar or customer service/admin type role. Training will be provided.

You'll be part of the Customer Experience team, supporting the Customer Success Manager in delivering outstanding service to our Stamp Me merchants (in English - but Spanish is also highly desired).

You will be the first point of contact for customer enquiries, so an intimate knowledge of our product and merchants will be required to educate, investigate and problem solve.

You will also provide important office and administrative support.

**Key details**:
**Location**: St Kilda, Melbourne

**Contract**: Full time in-person, with a 6 month probation period

**Hours**:38 per week(Monday - Friday, 9am-5pm)

**Start date**: ASAP

**Work rights**:you must have full Australian work rights (unfortunately no working holiday or student visas at this time)

**Salary**:$54,000 per annum + performance bonuses + 12% superannuation

**Key responsibilities include**:

- Conducting onboarding phone calls, to educate new customers on the features and benefits of our platforms, tailored to their specific needs and goals.
- Maintaining accurate records of your customer interactions, issues, and outcomes in our CRM system or relevant documentation.
- Escalating any patterns or reported platform bugs to the Customer Experience team in order to get them fixed by our developers.
- Collecting and relaying customer feedback to the Customer Experience team, and identifying opportunities for improving our platform to improve customer satisfaction and reduce churn.
- Office management - including sharing building management updates with the team, stationery stocktaking, ordering/receiving groceries and maintaining an organised and tidy office environment.
- Administration support, such as following detailed steps to configure loyalty hardware (e.g. NFC chips), maintaining internal spreadsheets, packaging loyalty materials, and coordinating courier pickups.
- Fire Warden duties, including attending training provided by building management and leading emergency protocols in the office.

**About you**

You’re a confident, bubbly and highly organised individual with a great work ethic and a willingness to learn. Ideally you also speak Spanish.

Additionally, you have:

- Customer service and/or administration experience (1-2 years).
- Great organisation, planning and time management skills.
- Fantastic attention to detail.
- Experience with project management tools, like Asana (preferred).
- Ability to work with technology and cloud-based software including the Google suite of products (particularly Meet, Sheets and Documents) and other SaaS products like HubSpot and Intercom.
- Ability to think laterally and proactively solve problems, asking questions to fill the gaps in your knowledge when required.
- Ability to work independently and collaborate with a team.
- Excellent written and verbal communication, including a confident and friendly telephone manner.
- Eagerness to gain an understanding of our customers, product, services and industry.
- An interest in utilising AI tools to aid your work, like ChatGPT, Gemini and more.

**Benefits**:

- Free lunches on Fridays.
- Work from home on Thursdays (after probation/inductions).
- Professional development opportunities, including access to courses and training as needed.
- A culturally diverse, small, friendly and fun team.
- A fast-growing tech business, with the opportunity to fully take ownership of this role and progress in the company.
- Regular team social events including winery tours and team activities.
- Performance-based bonuses.

**How to apply**:
Please provide your CV along with a cover letter outlining why you are a good fit for this role, and what your favourite animal is (you won’t be judged on your choice). Applications without a cover letter or answering this question will not be considered.

Initial interviews will be conducted via a video call, with a second in-person interview.
- Note applicants will be required to provide evidence of their eligibility to work in Australia, and will be required to undertake background checks as a condition of employment._

Pay: $54,000.00 per year

Application Question(s):

- Do you have full Australi