We are looking for a Customer Support Associate to join the Square Australia Customer Success team. The Customer Success team works with Square sellers (merchants) by phone and email, to solve problems, demonstrate how to get the most out of Square, and always improve our Square products by giving feedback to Square Product teams. Reporting to the Lead, Customer Success, you’ll support our diverse Square seller base across Australia.

You may have current experience providing customer service in hospitality, retail, or another customer-focused role. You will work with your lead and Square teammates to develop a career in a technology company, better understand the unique challenges faced by Australian (and international) small business owners, and help promote long-term success for Square in Australia.

This role can be based in either our Melbourne or Sydney offices through a hybrid of in-office and remote working, but also remotely anywhere on the east coast of Australia. Multiple positions are available.

You will:

• Engage with Square Sellers spending up to 80% of your time managing inbound phone inquiries from Square sellers in a dynamic, fast-paced environment
• Demonstrate genuine curiosity for people and businesses, maintaining a continuous desire to learn and grow
• Use creative problem solving skills, utilizing innovative approaches to address seller inquiries, leveraging support from your partners, resources, and team
• Identify, document, and take ownership of seller issues, ensuring problems are resolved effectively and efficiently
• Analyze trends and patterns in seller issues and provide recommendations to enhance seller loyalty and overall experience
• Collaborate and work closely with internal teams, stakeholders, and Square sellers, showing empathy, an openness to diverse perspectives, and a willingness to take principled risks.
• Be flexible to support sellers of all shapes and sizes, being prepared to occasionally work on public holidays and weekends to support them

Our client is a non-profit organization based in the US, with operations in the US, UK, and a satellite office in Melbourne supporting Australia, New Zealand, and the broader APAC region. They are seeking a Technical Customer Consultant Team Leader with strong customer service orientation and team management skills to oversee a team of 6 customer support staff. The ideal candidate will ensure efficient and accurate technical support to users and businesses.

Role Overview:

As the Technical Customer Consultant Team Leader, you will:

• Manage a team of 6 customer support staff, addressing the joys and challenges of staff management.
• Report to a manager based in the Netherlands.
• Collaborate with local Team Leaders for ANZ (4 in total) to share information, support new project implementations, and resolve local technical issues.
• Support the suite products.
• Ensure the team systematically stays updated with product updates, fixes, and other relevant information.
• Act as the escalation point for more complex client issues.
• Liaise with overseas offices and similar teams to align on information and operating expectations for the ANZ region.
• Oversee a 5-day support operation, Monday to Friday, from approximately 7 am to 10 pm.

What’s in it for you:

• Be a part of supporting advancements at the leading edge of science or helping children build a strong learning foundation; shared knowledge is the common thread.
• Enjoy a hybrid work environment with 3 days in the office in Melbourne’s CBD.
• Receive an attractive salary of $90-95k + Super.
• Join a very stable, close-knit team with an average tenure of over 10 years.

• Strong client-facing and communication skills.
• Strong customer service orientation.
• Advanced troubleshooting and multitasking skills.
• Any knowledge of a CMS, LMS, or KMS would be helpful but not necessary.
• Proven experience in managing a experienced team.
• Flexibility to work in a hybrid environment and adjust to different work schedules as needed.
• Strong multitasking abilities to manage multiple priorities and tasks simultaneously.
• Excellent organizational skills to keep track of team performance, product updates, and client issues.
• Time management skills to ensure efficient operation of the support team.

Not meeting all requirements? Research shows that women and people of colour are less likely to apply for jobs if they don't have all the qualifications. At Grow Talent, we strive to create a diverse, inclusive and authentic workplace. So, if you're excited about this role, but your previous experience doesn't exactly match all the qualifications in the job description, we encourage you to apply anyway. Perhaps you are the exact candidate for these or other roles.

To see what other roles we have available please visit www.growtalent.com.au

The Customer Service Representative (Internally: Client Associate) is accountable, as part of a team, for providing support to clients on all issues relating to the international payment process whilst maintaining our reputation for ease of transaction and friendly service.

Key responsibilities include providing outstanding customer service, answering questions, explaining processes, products and services, and providing back office services in accordance with internal procedures and relevant legislation.

What you do

• Be the first point of contact on all issues relating to the international payment process.
• Deliver unparalleled customer service to clients and internal stakeholders via telephone and email.
• Manage high call and email volumes, and deliver outcomes within restrictive timeframes.
• Interact with new and existing clients on inbound/outbound calls/emails.
• Escalate calls within the company if required in accordance with internal procedures.
• Follow up with clients in accordance with AML/CTF regulations. 
• Communicate effectively with internal departments when required i.e. Compliance. 
• Contact clients in a timely manner to confirm their transfers.
• Respond to client queries across all facets of the payment process including tracking funds. and coordinating responses with Operations and Settlements.
• Gain knowledge of and remain up to date on relevant legislation.

As our Customer Service Agent, you will provide professional and efficient first points of contact for our customers and visitors within our facilities.

Being a member of our Customer Service team, you’ll ensure a great experience in all contacts, both reactive and proactive, to achieve the best service outcomes for customers. In addition to this you’ll act as concierge for your facility; this entails coordinating the logistics and accurate documentation of deliveries.

We have two opportunities for experienced customer centric individuals to join us on a Casual basis, offering between 15-25 hours per week or as agreed with the potential to work across any of our 3 sites be it Macquarie Park and/or Artarmon. Work the hours that work for you!

To be successful in this role you’ll have:

Customer Focus

• Greet all visitors to facility in a timely, courteous, and professional manner.
• Work with internal teams around the country to deliver a seamless customer experience.
• Provide accurate advice and guidance on customer service requests and incidents.

Concierge

• Take telephone calls to facility from both internal and external customers.
• Assist with coordination of customer and company events and activities at facility.
• Conduct site inductions with visitors, in coordination with Facilities team, and scan induction paperwork.
• Conduct audits of critical facility stock and replenish levels as required on:

Support

• Provide prompt and friendly communication to customers in person, via telephone, email, and ticketing system.
• Action internal and external customer requests via all the internal request systems; email, via phone or face to face.
• Provide first level resolution where possible or escalate requests and incident to the appropriate resolver group.