About the opportunity
Join our Childcare & Education vertical as Customer Support Coordinator in Melbourne to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.
Reporting into the Customer Success Team Lead, you will help our customers become successful through the use of our platform, ensuring retention and customer happiness. The Coordinator role provides support to the wider team by assigning tickets, and answering customer enquiries. Some of the other responsibilities include:
- 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 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
