Customer Service Expert
2 days ago
We're seeking a Customer Service Expert to join our team and take ownership of delivering exceptional customer experiences.
About the Role- The Customer Experience team is responsible for connecting our customers with our business, providing support with their queries and platform use.
This role plays a crucial part in maintaining relationships with our customer base and ensuring their needs are met promptly and efficiently.
Key Responsibilities- Respond to incoming chat requests, emails, and platform inquiries in a timely manner, providing high levels of customer service.
- Create a sense of urgency and attention for each customer, giving them an experience that makes them feel valued.
- Manage client concerns to deliver resolution or coordinate escalation when necessary.
- Provide administration support: ensure accurate data entry, follow up on tasks in accordance with service level agreements, and manage Jira tickets for customer enquiries.
- Identify opportunities for improvement and suggest innovative solutions to enhance customer service, recommend process improvements to streamline administrative tasks.
- Middlesex University London BSc Honours International Business degree (or equivalent)
- Excellent written and verbal communication skills
- High attention to detail
- Active problem-solving skills
- Strong conflict resolution and mediation skills
- Jira ticket management experience
- A rotating roster between 8am and 8pm, Monday to Friday (AEST/AEDT) to ensure we're available to our customers across different time zones.
- An opportunity to work with us on non-national Australian public holidays.
- 13th month pay, HMO, and leave benefits to show our appreciation for your hard work and dedication.
Please note that you must be available to work during these hours and adhere to our working arrangements.
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