Client Success Specialist

Our
Cabcharge Corporate Solutions
business unit is made up of passionate, entrepreneurial, and client-focused professionals who provide impactful business solutions to over 80% of the ASX 200 list, along with tens of thousands of small and medium-sized businesses across Australia. The
Cabcharge Corporate
team is a key growth driver for
A2B Australia
, and we are eager to scale our capabilities and explore greenfield opportunities. As part of this dynamic team, you'll have multiple options to craft your career path across Customer Success, Sales, and Operations teams.

In the role of
Client Success Specialist
, you will play a crucial role in delivering the best customer experience for clients interacting with our support channels. You'll be responsible for onboarding customers, addressing product and process questions, and driving the adoption of digital products and online help. Your performance will be measured by service level KPIs, customer satisfaction scores, and retention goals.

This role is a mix of client support and success, with around 50% of your time dedicated to assisting clients through phone, email, and live chat, troubleshooting issues, and ensuring a seamless experience. The other 50% will focus on client engagement, driving product adoption, and identifying opportunities for growth, while advocating for customer needs to improve retention and satisfaction.

Over time, this role will shift more toward Client Success, with a greater emphasis on relationship management, strategic engagement, and customer retention initiatives. This offers an excellent opportunity to build a career in Client Success while gaining valuable hands-on experience.

We have 2 positions, 1x permanent and 1x 6 month max term contract
Roles And Responsibilities

• Own and nurture client relationships, proactively engaging with customers to understand their needs and maximize value from the Cabcharge mobility platform and payment solutions.
• Engage with clients via phone, email, and live chat, providing ongoing support and resolving product-related inquiries.
• Drive adoption of digital products and services, ensuring customers gain maximum benefit.
• Execute workflows across product order processing, digital product issuance, disputes, and reconciliation.
• Advocate for customer needs by leading initiatives to perform deep-dives and identify solutions.
• Identify process improvement opportunities and product knowledge gaps within the team, collaborating with management to address these areas.
• Monitor and track key client success metrics, including usage trends, retention rates, and customer feedback.

Qualifications:

• Minimum 1-2 years of experience in a customer-facing role (e.g., client success, customer service, account support).
• Strong communication and interpersonal skills with the ability to engage confidently with corporate clients.
• Comfortable handling inbound inquiries across phone, email, and live chat, ensuring timely and effective resolutions.
• Problem-solving mindset with the ability to troubleshoot and guide customers to solutions.
• Ability to thrive in a role that is process-driven and requires attention to detail.
• Familiarity with CRM tools, particularly HubSpot and Dynamics 365, is preferred.
• A tertiary qualification in business, finance, or a related field is desirable but not essential.
• Passion for building a career in Client Success and improving customer experience.

ComfortDelGro Corporation Australia (CDC) and A2B acknowledge the Traditional Custodians throughout Australia and their continuing connection to land, waters, and community. We pay our respects to all First Nations people, their culture, and to Elders past and present.
We are an equal opportunity employer and provide a caring, flexible, and collaborative work environment. We encourage Aboriginal and Torres Strait Islander people to apply.