Total 852 support advisor job vacancies in East Melbourne, Victoria

Vegemite toast? Shapes? Chocolate? Are these a few of your favourite things?

If so, we have the job for you! Join our corporate communications team at AECOM, a Fortune 500 infrastructure consultancy and one of the world’s most ethical companies.

We love our food, we love opinions on food (and TV), and we love creative communications…

In this varied corporate communications role, you will bring your creative communications thinking to help us build our brand in Australia New Zealand, support our (already great!) culture, and drive business growth.

We are seeking a Senior Corporate Communications Advisor to join our Australia New Zealand Marketing and Communications team, based in our Melbourne office.

Reporting to the Head of Communications – Australia New Zealand, you’ll be part of a broad team of content and communications, creative and marketing professionals working across AECOM’s four Australian and New Zealand regions.

Your work will assist our multidisciplinary team of nearly 4000+ engineers, planners, project managers, environmentalists, and scientists in delivering on time, every time, for our clients.

In this fast-paced corporate communications role, you will collaborate with our Australia New Zealand and Global Communications teams on channel strategy development, content creation, and coordination for our external channels, including our website and social media. You may also work closely with our regional delivery and operational leadership teams to coordinate and create communications and messaging to help drive our EVP, employee engagement, and keep our business informed and aligned.

It’s high-volume work where no two days are the same, and no job is too big – or small.

Our successful applicant is:  

• Passionate about clear, concise communications, and able to convert the ‘highly technical’ into the ‘easily understood’ 
• A self-starter with motivation to move projects forward in a large global organisation 
• A wordsmith with flair – you’ll know your Oxford commas from your comma splices (or you might not but we’ll teach you!), and you’ll love editing  
• Able to quickly build rapport, trust and influence, including with senior leadership
• Able to work across different time zones and cultures  
• Detail-focused and enjoys planning and project management. 

ServiceNow is seeking highly motivated and professional individuals to join our Support Account Management (SAM) Services team and play a critical role in delivering world-class customer satisfaction, as SAMs help ServiceNow change the way people work.

The SAM will be delivering both proactive and reactive services and act as a central point of contact for all support-related activities. You will be a member of a highly skilled team focused on a select set of high profile, strategic customers whilst delivering a high-quality service.

Additionally, you will be responsible for driving cross-functional teams to ensure customer issues are clearly identified and resolved effectively.

• Comfortable presenting to all levels of management, including C-Level stakeholders.     
• Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers.
• Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits as it relates to our customer needs.
• Drive regular scheduled customer conference calls and customer meetings to ensure the continual flow of information with timely updates on all open cases, changes, problems, and on-going projects.
• Facilitate summary status reports, including monthly performance reviews and quarterly service reviews.
• Act as the facilitator between customers and ServiceNow with reference to mandatory upgrades, patches, and security requirements.
• Manage, document and report on performance against service level agreements (SLA's) and where SLA’s are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely.
• Drive continual improvement for the customer and their environment through trend analysis and partnering with the internal account team to be a champion of change.
• Review open cases, problems and changes communicating aligned priorities to assigned ServiceNow teams to ensure a timely response and resolution.
• Act as an escalation point for customer impacting business critical issues.

What you get to do in this role

• Lead efforts to develop and build a Support Account Management Team, including development of strategies, objectives and key performance metrics.
• Guide our team members in order to achieve their highest levels of performance through coaching, training, and providing opportunities to build and refine higher-level customer management skills.
• Support and inspire the team to deliver an incredible customer support experience.
• Refine Support Account Management interactions and processes through the extensive use of KPIs, data and analytics.
• Lead by example to cultivate and maintain a culture built on teamwork, collaboration, execution and service.
• Continue building upon the relationships with Technical Support, Operations, Sales, Customer Success, Professional Services, Engineering and others.
• Lead Renewal and New Sales business discussions with our organization, Sales teams and Sales Operations, supplementing them with expert knowledge of the Support Account Management Organization.
• Advocate for critical customer issues as a critical escalation point.
• Work with your team members in the participation, management and outcomes of organizational projects and programs designed to enhance our overall program.
• Work with internal teams to continue elevating the Support Account Management Brand internally.
• Continually mentor and execute to achieve our customer, corporate, organizational and employee objectives.

As one of Afterpay’s Merchant Support Experience team members, you’ll be responsible for handling inbound queries from our Merchant partners assisting with questions and queries.  This is a critical consumer facing role and we pride ourselves in delivering a seamless service to all of our merchants. We offer a blended contact strategy for our partners, the majority of which will be handled via voice alongside digital.

This role is based in Melbourne, VIC with hybrid working model (1-2 times a week in the office).

• Handle in-bound contact(Voice & Digital) from new and existing retail partners whilst meeting Service Level Agreements, including making outbound calls to the merchant and other business areas where appropriate
• Support on-boarding sessions with new and potential merchants by answering questions and providing insight into how the product works and how to sign up
• Update core details relating to existing merchants, which include bank details etc.
• Take ownership of designated queries and drive through to resolution
• Create merchant credentials in Admin Portal (our in-house system)
• Facilitate general account management queries and liaise with relevant business functions, seeking resolution
• Facilitate dispute resolution on behalf of consumers with our retail partners by investigating/information gathering and delivering clear and accurate information to be reviewed
• Identify ‘problem’ merchants and take prompt action to highlight to relevant stakeholders to avoid escalated issues
• Continuously highlight process improvement opportunities to reduce friction and improve customer/merchant satisfaction
• Make solid decisions balancing risk/regulation & cost impacts
• Provide support across other functional areas to ensure business priorities are delivered

The Senior Communications Adviser will play a critical role in supporting all Communications related activity across the relevant AFCA area. Reporting to the Manager of Strategic Communications, this role will manage and contribute to communication items to be delivered across various channels. You will be an experienced communications professional who has exceptional stakeholder engagement skills supporting all communications related activity for our Ombudsman portfolio. The Senior Communications Adviser will provide strategic communication and engagement advice, support and services to the business.

Typically, in this role you will:

• Provide strategic communication and engagement advice, support and services to the relevant AFCA area.
• Collaborate closely with senior management to develop and execute communications and engagement strategies, ensuring achievement of the desired positioning and branding.
• Partner with the business to understand key insights and advise on reasonable solutions.
• Manage and contribute to the production of communication items to be delivered to multiple stakeholders across various channels
• Produce material to inform AFCA employees about AFCA initiatives and empower them to respond to questions from external stakeholders.
• Collaborate closely with senior management to develop communications the achieve the aims of the corporate plan and other strategic initiatives of the organisation.
• Provide ongoing advice on communications and stakeholder engagement best practice to enhance AFCA’s current communications and develop new projects and channels.
• Manage the delivery of communications by coordinating production on time and on budget and seeking input from subject matter experts and stakeholders.