Customer Success Specialist

Who are we?
Standards Australia (SA) is the peak standards development organisation in Australia, with a rich history that dates back to 1922. We proudly employ over 200 professionals dedicated to helping shape Australia's future and enabling the safe and sustainable progress of Australian communities.

Our organisation brings experts together to create national and international standards that serve as essential guidelines for products and services, ultimately benefiting the Australian community. Our vision is to be the trusted voice that delivers confidence in a changing world.

About The Role
Deliver an excellent customer experience for all Standards Australia's customers who interact with the customer success team. Take a proactive approach to problem-solving, analysing and planning ways to ensure customer excellence by reviewing processes and implementing initiatives that exceed customer expectations.

What You'll Do

• Answer incoming phone calls, emails and webform enquiries regarding purchasing products, subscriptions, billing issues, product problems, service questions, issuing quotes and general customer concerns/queries or complaints
• Provides dedicated support to customers engaging with newly launched services and innovations
• Updating customer information in the CRM database during and after each customer interaction
• Communicating real-time feedback from customers, their needs and business requirements to Customer Success Manager and internal customers
• Optimal usage of available technologies and systems to simplify work processes through all channels of communication
• Reviews knowledge base content regularly and suggests improvements
• Support customers throughout their end-to-end journey, driving retail and subscriptions sales and delivering a first-class after-sales service
• Facilitate the delivery of our product through logistic services that meet customer requirements
• Collaborates with colleagues across the business to grow and nurture relationships
• Participate in business initiatives across the team to optimise productivity and efficiencies

About you

• Minimum 3+ years of experience from a call centre or customer support environment
• Experience in customer retention and engagement
• Understanding of subscription models is highly desirable
• Experience in creating measures to improve the customer experience
• Track record of following through to ensure success
• Proficient in the use of Microsoft Office Suite
• Proficient and working knowledge of Customer Relationship Management (CRM) systems
• Experience in working with NPS feedback

Culture & Benefits
Standards Australia is proud to have been awarded the prestigious Employer of Choice Award for two consecutive years, 2023 and 2024. This recognition highlights our commitment to creating an exceptional workplace and fostering a culture of excellence. Our iCARE values form the basis of all we do - Integrity, Courage, Accountability, Respect, and Excellence.

We offer a range of
People Perks
that support flexibility, wellbeing, career growth, and recognition—helping you thrive at work and beyond.

What's next?
If Standards Australia sounds like the place for you, please submit your CV outlining your experience and suitability to this role. Eligible applicants must be Australian Citizens, Permanent Residents or have legal rights to work in Australia. Shortlisted applicants will be contacted within 15 business days of their application.

At Standards Australia, we are proud to be an equal opportunity employer and we are committed to fostering a working environment that values diversity, inclusion, and belonging. We strive to create an organisation that genuinely reflects and respects the diversity of the communities we serve; putting
people at the heart
of all we do. We welcome applications from people of all cultural and linguistic groups, people of all ages and genders, people of Aboriginal and/or Torres Strait Islander background, people with a disability, and people from the LGBTQIA+ community. Should you need any adjustments to be made to our recruitment process, please contact