Total 2,959 Customer Service job vacancies in north sydney

You'll be an integral member of our committed Customer Service team, serving as the frontline ambassadors of NPDL and consistently elevating the customer experience. As the initial point of contact for both import and export customers, you'll play a crucial role in refining and enhancing our overall customer service standards. Your contributions will directly contribute to the ongoing improvement and elevation of the customer experience at NPDL.

What you will be doing:

• Cultivating and nurturing collaborative partnerships with both internal and external stakeholders.
• Timely dispatching of booking confirmations to customers as per agreed-upon timelines.
• Preparation of comprehensive documentation, including bookings, container releases, and submission of cargo receival advice for customers and shippers.
• Facilitating slot cover bookings for transhipment cargo on connecting vessels.
• Generating and submitting booking reports to third-party vessel operators.
• Attaching shippers' SLI to electronic documents and updating bookings based on this documentation.
• Conducting auto-rate assessments on bookings before handing them over to the Documentation team, and promptly addressing any rate discrepancies with the Sales team.
• Ensuring cargo readiness, including obtaining necessary approvals (DG and BBK OOG), uplifting empty containers, and ensuring cargo is in port for loading.
• Arranging late receivals as needed.
• Sending both preliminary and final PRA load lists to vessel planners.
• Reconciling the load list against PRA after the vessel has sailed, updating our ERP system, and providing the finalized load list to the Documentation team.
• Obtaining prior shipment approval, following NPDL SOP, for all hazardous cargo.
• Responding to customer inquiries in a prompt and professional manner.
• Performing additional duties as required.

Title: Customer Success Manager (Retention and Growth)

Location: Remote

Working Hours: 7.30 PM to 4:30 AM (IST)

Why Birdeye?

Once upon a time, local businesses could attract customers through advertising and word of mouth. But today consumers choose businesses based on online reputation and digital experiences. The modern marketer must deliver exceptional experiences that create repeat customers, and they need a platform that can do this at scale. Local businesses often struggle to overcome the complexity and inefficiencies that come from using multiple applications to manage and optimize their marketing and customer experience operations. They often find that their use of fragmented point solutions keeps them from achieving true customer insights - and from acting upon them in real time.

This is the challenge that Birdeye solves with its all-in-one reputation and customer experience platform. More than 120,000 local businesses and brands use Birdeye to be found online through local listings and reviews; engage with consumers through webchat, text, and social media messaging; collect digital payments; and gain insights to improve customer experience with survey, ticketing and benchmarking tools.

Founded in 2012 and headquartered in Palo Alto, Birdeye is led by a team of industry experts and innovators from Google, Amazon, Salesforce, and Yahoo and in 2021, our CEO and Co-founder was named 2021 EY Entrepreneur of the Year. Birdeye is backed by the who’s who of Silicon Valley - Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures, and World Innovation Lab - and recently closed a $60 million Series C funding round led by Accel-KKR, a leading technology-focused investment firm. Learn more at birdeye.com.

What You’ll Do

Birdeye is looking for a Customer Success Manager for Retention and Growth with a passion for relationship management. The successful candidate will nurture and manage accounts to maintain a healthy life-cycle, while ensuring and allowing customers to see the benefits of Birdeye’s new platform and renew. This role is vital and hands-on role, where you will work hand-in-hand with customers to help improve their online reputation.

Responsibilities

• Responsible for renewals of Birdeye’s clients

• Monitor and analyze account health to identify churn risk

• Win back clients who have requested a cancellation

• Utilize your creativity to refine and innovate processes to improve Customer Success

• Leverage your sales skills to reinforce the value proposition of BirdEye

• Be the point of escalation for clients and salespeople to ensure client satisfaction

• Develop methods for managing customer satisfaction

• Leverage research and understand of our clients industries to create tailor-made solutions

• Handle some financial and billing issues for Birdeye clients

• Additional assigned projects as assigned

Requirements

• 2-7 years of experience in a customer facing support/success/account management/retention role.

• Customer experience champion.

• Strong oral and written communication skills.

• Consultative approach to account management.

• Deep customer empathy.

• Understanding of SMB space, particularly in the specified vertical.

• Exceptional Saas product knowledge.

• Ability to effectively manage delicate customer situations

• Organized and reliable - Able to work as a team with little direction when necessary

• Knowledge of Sales force CRM a plus.

• Bachelor’s degree preferred.

Why You’ll Join Us

At Birdeye, we seek to innovate and to be the #1 product in our category, which means we continually raise the bar to deliver meaningful results for ourselves and our customers. Our quality is world-class. We deliver what we commit and roll up our sleeves and get work done.

Working at Birdeye means being part of a tight-knit community that helps you succeed and celebrates your wins! We find strength in diversity and inclusion, actively seek different points of view, and ask everyone to be their authentic self at all times

The Customer Service Manager is a critical role in our business, being the driving force of our brand promise of Security and Customer First value by managing and delivering a world class security and customer experience. As the Customer Service Manager you will be on the ground managing the day-to-day operations of our Customer Service teams in multiple sites.  In Sydney we currently have three sites (Macquarie Park and Artarmon)

You will work collaboratively with your team and stakeholders across the wider business to create an environment that promotes continuous improvement in security, the customer experience and operational excellence.

In this role you will not only be a manager but a leader and mentor to your team members by empowering them to be the best that they can be. You will also manage all recruitment, training and performance management activities for your teams.

This is an initial 12 month Fixed Term position.

What you get to do in this role:

• Logging calls and incidents on the IT Service Desk and maintaining details of software / hardware problems detected.
  
• Providing initial triage technical support; answering support queries via phone or e-mail in a timely efficient manner.
• You will be escalating to internal or external support resources and Subject Matter Experts when necessary.
• You will be supporting users in the use of the ServiceNow platform by providing necessary advice and/or training.
• You will perform initial triage of customer cases with documented solutions and/or workarounds.

Come shape the future of education with us.

We are Compass - smart school management in one connected platform. We believe that time spent in the classroom should be for learning and teaching.

Our two co-founders John and Lucas met over a team lunch and while chowing down on their cafeteria sandwiches they bonded over their unapologetically nerdy love for education technology. After months of white-boarding and long days spent writing thousands of lines of code, Compass 1.0 came to life in 2009 in Lucas’ parents' garage.

Fast forward a decade - it’s no longer just John and Lucas eating sandwiches at the lunch table. Our school management ecosystem is now used in more than 2,000 schools across Australia and beyond. We’re joined by over 200 members of the Compass team, delivering smart school management solutions around the world.

Here’s why we need you…

We are looking for an enthusiastic person to join our established AU Support team. At Compass, great support is at the heart of our market-leading customer service, and so you will be a key part of a dynamic and fast-growing team.

In this role there are opportunities for rapid progression and exposure to other parts of the organisation for the right candidate.

What you’ll do:

You will join the Compass AU Support function in our Sydney Office, working with the Support Manager & Support Team Leads, to ensure that our schools are provided with the service they need to get the most out of the Compass platform.

Specifically, you will:

• Provide solutions to schools by responding to their requests and solving their problems as they arise.
• Manage communications through a range of channels - including live chat, emails, and phone calls.
• Work closely with the sales, product, and engineering teams to escalate customer inquiries as required.
• Draft and maintain knowledge base resources such as help articles and videos relating to all parts of the Compass platform.

About You

We are looking for people who have a passion for creativity and problem-solving. Our clients are constantly giving us new challenges to work through and resolve so excellent customer service skills are a must. We’re also looking for people who celebrate diversity and thrive in a collaborative environment.

You will also:

• Demonstrate a service-oriented approach to helping customers
• Be enthusiastic & motivated, with a positive attitude and good initiative
• Have strong verbal and written communication skills
• Have strong attention to detail and ability to see tasks through to conclusion

What’s in it for you?

• Meaningful work in a rewarding industry that allows you to contribute to a mission that you believe in
• Flexible working culture - hybrid working environment
• Learning & Development opportunities - we want you to grow and get the most out of your role!
• Parental Leave Program for both primary and secondary carers
• 24/7 access to our Employment Assistance Program (EAP) through the means of face-to-face, livechat and phone support

It is a really exciting time to join Compass. We are growing fast and need people who want to grow with us.

Compass is proud to be an equal opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees.

Prior To Commencing Employment, You Require:

• a valid Employee Working With Children Check
• a satisfactory National Police Check
• verification of unrestricted work rights in Australia, eg citizenship, passport, or birth certificate