Description
Join our Childcare & Education vertical as Customer Success Coordinator in Melbourne to make a real impact every day.
We help businesses in fitness, recreation, golf and club, field services, laundry, education, and other membership-based and service-based industries simplify operations, uncover insights, and elevate customer and member experiences.
As a Customer Success Coordinator, you will help our customers become successful through the use of our platform, ensuring retention and customer happiness.
Responsibilities:
- You'll be a proactive member of your team advocating customer needs internally, owning their challenges and working on ways to prevent them from recurring
- You'll be supporting customers across the Office platform
- You'll provide the initial response to tickets and assign incoming tickets to the team depending on the level of complexity and issue
- You'll respond to enquiries via phone, chat and email and work to ensure every enquiry is answered in accordance with our SLAs
- You'll handle dissatisfied customers in a polite and professional fashion
- You'll maintain broad knowledge of all company products, services, and promotions
- You'll support the implementation of systems improvement initiatives and the introduction and roll-out of new technologies
- You'll monitor the performance of systems and assist with the identification of potential issues
Qualifications:
- 1-2 years of previous experience in a customer-facing position
- Excellent written and verbal English skills as well as a confident phone manner and active listening skills
- Excellent customer services skills, demonstrated daily by working quickly and accurately to resolve customers queries
- Ability to multitask, prioritise, and manage time effectively
- Awareness of your own strengths and areas for growth, and a desire to develop and apply new skills
Benefits:
- Paid Parental Leave benefit programs
- #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
- Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
- Access to free mental health support
- Flexible working arrangements