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Senior Client Support Agent

4 months ago

Wollongong, Australia Randstad Full time

Our Client
Our client is a leading Software as a Service (SaaS) provider in the aviation industry, specialising in Remotely
Piloted Aircraft (Drones) and Aerodrome operations. This is an exciting opportunity to join Australia’s leading
aviation compliance and risk management software company that provides innovative solutions tailored to
meet the diverse needs of their clients. This is an Australian owned and operated company with a energetic and
innovative board of directors shaking things up within multiple aviation sectors.

The Candidate
We are currently looking for a Senior Customer Support Agent to join their Wollongong CBD head office team.
The ideal candidate will deliver an exceptional customer service experience to clients in a complex regulatory
environment and work collaboratively with the development team and other colleagues within the business.

The Role
Based in Wollongong, you will be a valuable member of a close-knit team, reporting directly to the Customer
Support Manager. Your responsibilities will include handling/redirecting all incoming calls as required and
concentrating on new client on boarding. In this role you will be the first point of call for technical support and
training as required.

Duties and responsibilities include but not limited to:

  • Acting as the primary contact via the support ticketing system, live website chat, phone and email, ensuring that all emails receive courteous and informative responses within a specified timeframe.
  • Manage competing priorities using multiple systems, with a strong attention to detail.
  • Manage a dynamic, efficient Kanban and CRM system to ensure the timely completion and follow-up of all tasks, adhering to the time limits required by the company to ensure the highest level of customer satisfaction.
  • Managing the customer renewal process, including managing subscriptions, invoicing and reminders.
  • Evaluating new client data and implementing it into new applications.
  • Testing new development items in line with the company’s testing guidelines.

Your Skills & Experience
We are looking for an enthusiastic team player with a proactive approach and eagerness to learn.

Essential:

  • Proven experience in a customer service or administration role (2+ years).
  • Excellent communication skills.
  • Capacity to meet individual KPIs.
  • Strong attention to detail and ability to multi-task.
  • High self-motivation coupled with a positive can-do attitude.
  • Competent with the Microsoft Office applications.

Would be great to have, but not essential:

  • Aviation experience/knowledge.
  • Completed Tertiary Education.
  • Experience working with a SaaS company.

What's on Offer

  • An extensive training and mentoring program.
  • Career progression opportunities and educational development.
  • Supportive, positive working environment.
  • Working with new high-tech equipment.
  • Access to company incentives (EG. Drones, Cameras, Hardware).
  • Annual interstate trips
  • Relocation expenses: Up to $5k for the successful candidate.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.