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.

We are looking for a Customer Care Specialist to join our team. 
A Customer Care Specialist's role is to protect the financial wellbeing of our client's customers and minimise fraud losses. Customer Care Specialists achieve this by providing exceptional customer service when interacting with our client's customers through inbound and outbound phone calls as well as ensuring all alerts and necessary escalations of potential fraud cases are completed in a timely manner.

About the Role:

• Handle customer interactions via inbound and outbound calls, ensuring excellent customer service.
• Accurately and timely complete outputs from fraud detection systems, addressing all alerts and fraud cases as needed.
• Liaise with merchants, Visa, and internal departments to assist in the mitigation of fraud
• Proactively analyse transactional data to identify fraud trends and risks.

We’re looking for a Commercial Customer Success Engineer to drive the success of Procore’s strategic commercial customers. In this role, you’ll be the  product champion of Procore and serve as a subject matter expert. You will succeed in this role when the customer succeeds in adopting and realising business performance gains from their investment in Procore. You will literally be helping improve the lives of our construction customers by connecting them on a global platform.

As a successful Commercial Customer Success Engineer you’ll help organisations understand best practices around construction technology and solutions, and the many business benefits they can provide. You’ll work in a highly collaborative, creative, and driven environment that values openness, optimism, and ownership. In this role, you’ll leverage your consultative-mindset and knowledge of the construction industry and Procore’s software platforms to provide clients with important recommendations on how to maximise the value of their Procore technology, and what other products they can benefit from. You’ll partner closely cross-functionally with Sales, PS, Support, Product and Marketing. Successful candidates are passionate about construction and technology. 

This role is based in Sydney, Australia and reports into Manager of Customer Success.

What You’ll Do:

• Make data-driven recommendations to your customers on how they can optimize the value of Procore, based on customer analytics and industry best practices.
• Craft value-based presentations that address customer business problems and accelerate the adoption of the Procore platform
• Provide product roadmap and product release updates to your customers so that they can benefit from our leading-edge technology
• Drive in product demonstrations and coordinate multiple technical resources, both internal and external
• Provide the highest level of responsiveness and customer service and to your clients, through clear and effective communication
• Foster a positive team culture by supporting and mentoring your fellow Procorians
• Collaborate with all levels of the Procore organization to develop best practices and drive Procore’s evolution as a market leader
• Develop a mastery of Procore’s products, professional services, and industry best practices
• Up to 50% travel to client sites (may include domestic and international), industry events, and other Procore offices

What we’re looking for:

• 5+ years of Customer Success, Professional Services, Technical Pre-Sales experience or 5+ years of Construction industry expertise preferred
• Ability to leverage strong technical aptitude to master Procore’s product offerings, business model, services, and emerging technologies
• Ability to work cross-functionally and collaboratively with multiple stakeholders on time-sensitive projects
• Outstanding presentation and communication skills both in-person and through virtual meetings, and in writing
• Strong systematic and problem-solving skills to synthesize relevant and impactful intelligence from ambiguous data
• Experience acting as a technology evangelist 
• Able to operate in a fast-paced, diverse, innovative environment.

Stand Out Experience:

• Understanding of the construction industry across different verticals (general contracting, subcontracting, real estate development, etc.) is a plus
• Previous experience as a  construction Project Manager, Site Super, Project Finance Manager, Estimator or Project Engineer preferred  

We are seeking a dynamic and motivated Service Owner to lead in one of our largest Defence accounts, overseeing both traditional business functions and Hybrid Cloud managed services. In this senior role, you will be responsible for the end-to-end delivery, development, and management of Services, continually improving quality across multiple products and channels.

You will be the primary point to engage with service consumers, business owners, and related stakeholders, ensuring adherence to business processes and governance, while serving as an escalation point for delivery teams. The role specialises in managing communications for service launches and maintenance, ensuring compliance with change control and risk requirements, and collaborating closely with internal teams.

The Service Owner will create a service lifecycle roadmap aligned with both customer and business objectives, ensuring services are effectively integrated into the Configuration Management Database (CMDB) and documented accordingly. You will also track and manage service performance, improvements, and enhancements, collaborating with delivery teams to ensure services meet evolving customer needs.

• Address customer complaints and concerns promptly to maintain strong relationships.
• Identify and manage service delivery and security risks, ensuring effective mitigation.
• Lead a Continuous Improvement program, measuring and reporting on service outcomes.
• Audit services to meet company standards and productivity goals.
• Ensure successful execution of service changes and new service introductions.
• Communicate key updates to clients on service delivery, performance, risks, and issues.
• Coordinate post-reviews for Change, Incident, and Problem management for your services.
• Contribute to the development of KPIs and Service Level Metrics for service health.
• Generate and review reports to identify opportunities for service improvement.
• Represent service delivery in internal and external governance forums.
• Advocate for the customer in internal service review meetings.
• Influence the supply chain and collaborate on service changes, product development, and value delivery.
• Participate in negotiating SLAs and OLAs for the service.
• Maintain knowledge of customer operations, stakeholders, commercial obligations, and ICT industry best practices.

While the service owner is not a day-to-day lead role, you will be working with key strategic and delivery management groups advising on service strategy and service design.  Playing a substantial integration role across Service Management, Chief Technology, Solution Architecture and Service and Technology Operations to shape and lead Leidos ‘as-a-service’ solutions and service delivery.

A sample of metrics you will be expected to track and report on for your services include:

• Time to provision new capability/version of capability
• Performance to SLAs
• Total Cost of Ownership
• Cost per use for all relevant versions of the service
• Benchmark to industry
• Current Risk profile against plan, including resiliency assessment and security vulnerability
• Case metrics
• End User experience metrics for multiple types of Users

Oaks Brisbane on Margaret Suites are looking for a full time Guest Service Agent who is passionate about providing excellent customer service to join the team. 

The moment a guest steps into our hotel you will make them feel at home with your welcoming and warm presence. You have the important job of guiding guests through their stay, from smooth check-ins and check-outs to insights on the local attractions and eateries, you will be remembered for your superb customer service and positive energy. 

Key Responsibilities Include:

• Provide a warm and friendly reception to guests upon arrival, ensuring a smooth and efficient check-in process while addressing any immediate inquiries or needs.
• Maintain clear and courteous communication with guests, colleagues, and stakeholders across various channels, including in-person, phone, and email, to provide exceptional service.
• Oversee the accurate processing of guest reservations, updates, and special requests, utilising property management systems to ensure seamless scheduling and availability.
• Act as a primary point of contact for guests throughout their stay, offering prompt assistance, resolving issues, and providing personalised recommendations to enhance their experience.

Hourly rates (excluding super): 

Monday - Friday: $25.80 per hour 

Saturday: $32.25 per hour 

Sunday: $38.70 per hour

• Excellent Career Opportunity, Global Company, Extensive Growth Aspirations 
• Utilise Your Exceptional Customer Service Skills at The Milton Brisbane 
• Hourly Rates: Monday - Friday: $25.80 p/h, Saturday: $31.23 p/h, Sunday: $37.47 p/h

The Milton Brisbane are looking for a Full-time Guest Service Agent who is passionate about providing excellent customer service to join the team.

The moment a guest steps into our hotel you will make them feel at home with your welcoming and warm presence. You have the important job of guiding guests through their stay, from smooth check-ins and check-outs to insights on the local attractions and eateries, you will be remembered for your superb customer service and positive energy. 

Responsibilities include:

• Welcome and check in guests
• Communicate professionally
• Make bookings
• Assist guests during their stay

• Excellent Career Opportunity, Global Company, Extensive Growth Aspirations 
• Utilise Your Exceptional Customer Service Skills at Oaks Sydney Hyde Park Suites
• Hourly Rates: Monday - Friday: $25.80 p/h, Saturday: $31.23 p/h, Sunday: $37.47 p/h

Oaks Sydney Hyde Park Suites are looking for a full-time or part time Guest Service Agent who is passionate about providing excellent customer service to join the team.

The moment a guest steps into our hotel you will make them feel at home with your welcoming and warm presence. You have the important job of guiding guests through their stay, from smooth check-ins and check-outs to insights on the local attractions and eateries, you will be remembered for your superb customer service and positive energy. 

Responsibilities include:

• Welcome and check in guests
• Communicate professionally
• Make bookings
• Assist guests during their stay

Newly rebranded and refurbished The Sebel Sydney Martin Place situated at the heart of Sydney CBD, is looking for a Part-Time Guest Service Agent to join their team in delivering Sebel signature service. 

What will you be doing?

• Deliver service excellence, from check in to check out and everywhere in between with a ‘nothing is too hard’ attitude.
• Be the first point of contact for guests and visitors
• Complete a wide variety of front office tasks, which will ensure that every day is different from selling the hotel’s facilities to taking reservations and maintaining guest accounts
• Provide passionate, knowledgeable and friendly service to external and internal guests at all times 
• Answer all telephone calls in a professional manner according to brand standard
• Reconcile cashier floats at the completion of each shift.
• Ensure guests who are not ALL - Accor Live Limitless members are briefed on features and benefits and signed up to the loyalty program   

• New restaurant opening at Brisbane Airport Service Centre in early 2025
• Start now to complete training in an existing GYG restaurant
• Great opportunity to build and shape the culture at a brand new restaurant!

At Guzman y Gomez, we believe in authentic flavors and the power of food to bring people together. As the Restaurant Manager at GYG, you will lead the charge in overseeing daily operations. You will empower the team through coaching and training, while managing your restaurant's P&L. Your role will see you maintaining the highest standards of quality, adhering to all procedures, while embodying the GYG spirit. 

What's in it for me?  

So much! Check out some of the benefits below:  

• Competitive salary from $75k + super + bonus structure  
• Flexible rosters and employment stability  - talk to us about what work life balance means to you
• Opportunities for advancing your leadership abilities – level up to Area Management and beyond
• A comprehensive training program and support to set you up for success 
• Heavily discounted GYG meals 
• Free and comfortable GYG uniforms and exclusive merch 
• Annual Restaurant Managers summit –  enjoy days of connecting, networking and sharing with leaders from across the country!
• Cultural celebrations including Day of the Dead & Cinco de Mayo to name a few 
• The possibility of owning your own franchise or joining our corporate office in future 

We appreciate diverse experience, but specifically we are looking for candidates that have:  

• Demonstrated leadership experience in a fast-paced, high-energy setting  
• Strong financial and commercial acumen, with the ability to identify sales and P&L opportunities and collaborate on actionable strategies with the team
• Previous success in meeting KPI’s
• Proven track record of delivering outstanding customer service  
• Exceptional interpersonal and communication skills 

Click the "I'm Interested" button to express your interest in joining our team!  

We’re committed to providing a safe and secure environment for our team and guests. To support this commitment, we may conduct background checks including Police Checks and employment verification as part of our recruitment process. 

About the Position 
 
This role will have responsibility for leading the team that makes every customer in their Major Area committed to Service Now for life and have the ability to marshal all customer resources to address any customer satisfaction, adoption, professional services, or renewal challenges within their Major Area, resulting in clear accountability, consistent service and one face to the customer. 
 
This role also carries the lead responsibility for Customer Satisfaction and Success through the sale and delivery of our Impact and Services products and add-ons, as well as the relationship with Partners -- all of which are critical to the company’s short and long-term success. 
 
Responsibilities 

• Owns the overall success, renewal and growth for all customers in a defined Major Area 

• Drives the alignment of customer success, expert services and transformational resources through adoption of innovative offers combined with market leading solutions that accelerate business value for our customers 

• Focus on customer intimacy to deliver business impact and innovation to a customer’s business by understanding our customers’ key business issues and opportunities 

• Create evangelists by listening to customers closely and delighting them with our user experience and service 

• Create growth opportunities with new product features and enhancement information 

• Build and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper 

• Create a consistent and valued customer experience developing and scaling repeatable methodologies and proven best practices 

• Work closely with the Sales organization to develop and execute growth plans and strategies to drive License Agreements, expert services and customer success. This will also require territory and portfolio planning alignment with Sales. 

• Establish relationships with leadership across sales, solution consulting, services, product, channel, and support leadership to ensure cross-functional alignment at scale 

• Effectively build and establish relationships with partner consulting organizations to enable a go-to- market strategy 

• Manage and achieve key business metrics including bookings, revenue, P&L, utilization, and expenses 

• Customer obsessed mindset in driving value and NPS across all CEG pillars 

• Be an inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work. Provide Coaching, mentoring and an environment for growth, development and feedback to ensure the right skills and resources are in place for success. 

• Operationalize key national/global programs as well as to ensure the team can scale to meet the needs of our customers and do more with less over time. 

Background and Experience 

• A track record for building and growing a world-class organization through talent acquisition, onboarding, and retention, characterized by high productivity and excellent morale 

• Proven market experience for the nominated Major Area 

• Experience with the enterprise and demonstrated leadership to make rapid decisions and problem-solving in this environment. 

• Excels in navigating a highly collaborative and highly matrixed environment 

• Proven experience building and running a business with the right operational skills 

• Proven track record working with Product Management to deliver customer functionality – in this case to drive adoption 

• Demonstrated success in building a Services, Customer Engagement or Partner Engagement function 

We’re looking for a Commercial Customer Success Engineer to drive the success of Procore’s strategic commercial customers. In this role, you’ll be the  product champion of Procore and serve as a subject matter expert. You will succeed in this role when the customer succeeds in adopting and realising business performance gains from their investment in Procore. You will literally be helping improve the lives of our construction customers by connecting them on a global platform.

As a successful Commercial Customer Success Engineer you’ll help organisations understand best practices around construction technology and solutions, and the many business benefits they can provide. You’ll work in a highly collaborative, creative, and driven environment that values openness, optimism, and ownership. In this role, you’ll leverage your consultative-mindset and knowledge of the construction industry and Procore’s software platforms to provide clients with important recommendations on how to maximise the value of their Procore technology, and what other products they can benefit from. You’ll partner closely cross-functionally with Sales, PS, Support, Product and Marketing. Successful candidates are passionate about construction and technology. 

This role is based in Sydney, Australia and reports into Manager of Customer Success.

What You’ll Do:

• Make data-driven recommendations to your customers on how they can optimize the value of Procore, based on customer analytics and industry best practices.
• Craft value-based presentations that address customer business problems and accelerate the adoption of the Procore platform
• Provide product roadmap and product release updates to your customers so that they can benefit from our leading-edge technology
• Drive in product demonstrations and coordinate multiple technical resources, both internal and external
• Provide the highest level of responsiveness and customer service and to your clients, through clear and effective communication
• Foster a positive team culture by supporting and mentoring your fellow Procorians
• Collaborate with all levels of the Procore organization to develop best practices and drive Procore’s evolution as a market leader
• Develop a mastery of Procore’s products, professional services, and industry best practices
• Up to 50% travel to client sites (may include domestic and international), industry events, and other Procore offices

What we’re looking for:

• 5+ years of Customer Success, Professional Services, Technical Pre-Sales experience or 5+ years of Construction industry expertise preferred
• Ability to leverage strong technical aptitude to master Procore’s product offerings, business model, services, and emerging technologies
• Ability to work cross-functionally and collaboratively with multiple stakeholders on time-sensitive projects
• Outstanding presentation and communication skills both in-person and through virtual meetings, and in writing
• Strong systematic and problem-solving skills to synthesize relevant and impactful intelligence from ambiguous data
• Experience acting as a technology evangelist 
• Able to operate in a fast-paced, diverse, innovative environment.

Stand Out Experience:

• Understanding of the construction industry across different verticals (general contracting, subcontracting, real estate development, etc.) is a plus
• Previous experience as a  construction Project Manager, Site Super, Project Finance Manager, Estimator or Project Engineer preferred  

Key responsibilities will include:

• proactively managing assigned customers;
• ensuring a superior level of customer service to facilitate client access to Medilaw's Independent Medical Exams and other Medilaw services according to the client's needs; 
• promptly answering the phone to all clients and managing appointments and appointment related inquiries in line with Medilaw procedures;
• delivering superior customer service & client liaison to our key stakeholders;
• actively promoting new products/services to assigned existing clients.

Consisting of high-net-worth individuals and their representatives, our consultants arrange private jets charters for everything and anything from corporate business meetings to leisure trips.

Joining the company as a trainee, you will be assigned a mentor who will work closely with you in your first 6 month as you become familiar with the role and industry. During this time, you will see first-hand what goes into ensuring a private jet charter goes off with ease. You will learn everything from how to build a successful sales list and working with airlines to the smallest details of what should be on the aircraft so the client remembers and makes ACS their charter partner.

This role does require a 4 week training period in London HQ, all expenses paid.

SIXT Australia is on the lookout for a Full Time Customer Experience Agent to join the team at Brisbane Airport.

As a Customer Experience Agent, you will provide exceptional customer service, create and act upon opportunities to make sales, and ensure all rental vehicles meet SIXT Australia’s vehicle presentation standards. 

Your key responsibilities will include:  

• Communicating with customers face-to-face, over the phone, and via email
• Opening and closing rental agreements 
• Selling additional over the counter rental products 
• Managing reservations and organising fleet
• Maintaining a clean and safe working area