Description
Join SEEK's dynamic team as a Customer Support Specialist, where you'll play a pivotal role in delivering an exceptional experience to our managed customer portfolios.
In collaboration with our Account Managers, you'll become a trusted point of contact fostering strong relationships and ensuring seamless communication with key internal and external stakeholders.
Key Responsibilities:
- Working within agreed OKR’s, work processes, and to agreed SLA’s
- Deliver a personalised service that exceeds client expectations and reinforces SEEK's premium offering
- Identify, troubleshoot, and resolve customer technical queries, including but not limited to our recruitment software partners and product access issues, and escalate complex matters to appropriate channels
- Work closely and maintain clear communication and set service expectations with clients and internal stakeholders throughout the resolution process
- Handle hirer inquiries including but not limited to technical queries, site issues, education, and billing management
- Build and maintain strong relationships with clients, acting as their dedicated point of contact
- Proactively partner closely with Account Managers, Customer Success Managers, Technical Support Teams and Credit Controllers to troubleshoot customer queries
- Deliver upon agreed custom reporting requirements for our clients
The Team: The role sits within ANZ Sales and APAC Enablement within the Commercial division, and reports to the Manager, Customer Support.
Qualifications:
- Strong interpersonal skills with the ability to build rapport and maintain strong professional relationships
- Demonstrated ability to represent clients' interests while balancing business objectives
- Team player who contributes to a positive workplace within a fast paced, small-team environment
- Customer focus mindset with a passion for delivering premium service to foster long-term relationships
- Demonstrated ability to effectively navigate and resolve complex customer enquiries with patience, empathy and professionalism
- Advanced written and verbal communication skills
- Ability to articulate technical information for diverse audiences
- Demonstrates exceptional time management, prioritising workload effectively while maintaining attention to detail and providing tailored solutions to strengthen relationships
- Advanced Microsoft Office skills
Additional Information: At SEEK we offer:
- Annual Performance Bonus Plan
- Support of flexible working, including a mix of office and work from home days depending on your role.
- Paid and unpaid leave benefits including Personal Flexi Days and Volunteer Days, as well as the opportunity to purchase additional leave
- Support for parents with 14 weeks paid primary carers leave and 2 weeks paid leave for partners
- The opportunity to work from anywhere for up to 4 weeks per financial year
- SEEKer Support, a confidential service that offers employees up to six sessions with a mental health professional of your choice
- Tailored career development planning (including Education Assistance Program)
- Free income protection insurance
- Access to a wide range of discounts on things such as health insurance, fitness, food, travel, accommodation plus many more
- Frequent events including sports days, annual Christmas party, hackathon, and trivia
- Free kick-start breakfast every morning and fresh fruit available all day in our offices
- Casual dress – every day