Customer Success and Administration Specialist

3 months ago

North Geelong, Australia Aspire Software Full time

Join Forms Express as a Customer Success and Administration Specialist in Geelong, Victoria

Forms Express is a progressive and thriving business located in Geelong. Supplying innovative electronic and printed document creation services to the government, corporate and SME sectors with a sizeable customer base throughout Australia and NZ.  

Forms Express is a leading fintech company providing comprehensive revenue solutions tailored for local government clients. We specialize in streamlining financial processes, offering a full suite of services from invoicing and payment processing to customized forms and digital solutions. Our cutting-edge technology and innovative approach empower local governments to manage their revenue streams more efficiently and effectively. Now operating under the Aspire Software portfolio, Forms Express is committed to delivering exceptional service and support as we continue to lead the way in the fintech industry.

Forms Express is seeking an enthusiastic and detail-oriented Customer Success and Administration Specialist to join our dynamic team. You will play a key role in supporting local government clients, managing customer inquiries, and coordinating with our operations team to ensure seamless service delivery. This position reports directly to the Operations Manager.

If you are based in Geelong or looking to move to Geelong - this could be your chance

Here is a little window into our company: Forms Express is a premier provider of document management solutions dedicated to serving local government clients with precision and innovation. Our expertise in customized forms and print services ensures that we meet and exceed the unique needs of our clients. Join us in delivering outstanding service and support to our valued customers.

Forms Express was acquired by Valsoft and now operates under the Aspire Software portfolio. Aspire Software, the operational arm of Valsoft Corp, operates and manages Valsoft’s global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time-sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.

The successful candidate will be based anywhere within commutable distance of our office in Geelong, Victoria, working in an on-site work model

What your day will look like:

Customer Interaction:

  • Respond to customer inquiries via phone, email, and other communication channels, providing timely and accurate information
  • Assist local government clients with their needs, including product information, order status updates, and issue resolution

Client Support:

  • Act as the primary point of contact for assigned customer accounts
  • Manage customer jobs and processes, ensuring all tasks are completed efficiently and to the customer's satisfaction

Order Processing and Invoicing Assistance:

  • Handle the entry and processing of customer orders, ensuring all details are correct and deadlines are met
  • Support the invoicing process by preparing and verifying documentation for billing

Level 1 Support:

  • Provide first-level technical support to customers, troubleshooting common issues
  • Escalate more complex issues to the appropriate team members while ensuring customers are kept informed

Collaboration with Operations:

  • Work closely with the operations team to coordinate service delivery and address any operational issues impacting customers

Documentation and Reporting:

  • Maintain accurate records of customer interactions and prepare reports on service activities

Customer Onboarding and Continuous Learning:

  • Guide new customers through the onboarding process, ensuring they have a smooth and positive experience
  • Stay updated on company products, services, and best practices to provide knowledgeable support to clients

About You:

  • Diploma or degree from a TAFE institution or a Bachelor's degree in a relevant field such as Business, Communications, or Information Technology
  • Previous customer success experience is a plus but not required. We welcome fresh graduates eager to start their career
  • Excellent verbal and written communication skills
  • Strong problem-solving abilities and attention to detail
  • Ability to work effectively in a team-oriented environment
  • Proficiency in Microsoft Office Suite and familiarity with CRM software is a bonus
  • Eagerness to learn and adapt in a fast-paced setting
  • Fluent in English, both written and verbal
  • Must be legally authorized to work in Australia

Why Forms Express?

  • Competitive salary and benefits in line with experience
  • Comprehensive training and ongoing support to ensure your success
  • Opportunities for career growth and advancement within the company
  • A positive and collaborative work environment

For information about Forms Express, please visit our website at www.formsexpress.com.au

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.

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