Customer Success Specialist

4 days ago

Perth, Western Australia Australian Finance Group Full time $60,000 - $90,000 per year

BrokerEngine is an innovative FinTech in the mortgage broking space that is owned by Australian Finance Group (ASX: AFG). We help mortgage brokers automate their workflow and provide a 5-star service to their clients. Within this role you will be part of our Customer Success Team (currently 11 team members). Although our main office is in Brisbane, this is a "remote first" role available to anyone in Australia.

If you have a passion for delivering outstanding customer service and support, we want you to join our team, someone who not only excels in customer service but also possesses a profound understanding of the "Customer Success" role, an "A-Player" to help onboard and support users, so they stay forever and tell all their friends what a great impact we made

Responsibilities include:

  • Onboard new users by creating tailored plans to help them quickly gain traction after signing up.
  • Conduct engaging product training sessions via Zoom to ensure users can fully leverage our software's capabilities.
  • Maintain strong relationships with a portfolio of customers to ensure they continue to derive value from the system, helping to grow the account and prevent churn.
  • Address customer support queries escalated from our frontline support team.
  • Investigate issues and provide solutions when a "Standard Operating Procedure" doesn't exist.

Our ideal person possesses proven expertise in customer service and support, with valuable experience in the mortgage broking industry and a background in technical support or training. Highly proficient with computers and software, they are quick learners who can rapidly assimilate new information. Their strong written and verbal communication skills, coupled with excellent troubleshooting and problem-solving abilities, make them an asset to any team. Detail-oriented and proactive, they are always thinking ahead to ensure the best outcomes.

Enjoy the benefits of working from the comfort of your own home, saving time on commuting while enjoying high levels of autonomy to achieve results your way. This role offers competitive compensation within an established and growing FinTech in a dynamic industry. You'll thrive in an informal and relaxed environment with casual work attire, receive full product training, and have ample opportunities to learn and grow.

If you fit this description and are ready to make a significant impact, apply now and become a valuable part of our team

You can learn more about what we do

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