Customer Support Specialist - 12 Months Fixed Term Contract
Team: Customer Operations
Location: Melbourne
Work Model: Hybrid
About The Role
As a Customer Support Specialist, you'll provide excellent first-line support via live chat, email, and phone. Aim to resolve inquiries on initial contact using your skills and positive attitude. Escalate unresolved issues to higher levels, keeping customers informed. Monitor escalated cases to ensure timely resolution per service agreements. Once solved, politely communicate the solution. Your friendly, concise approach ensures delightful customer experiences that build trust.
Key Accountabilities
1. Provide excellent customer service by promptly responding to and managing all inbound support inquiries and incidents. Use your expertise to provide answers, solve complex problems, and coach customers through challenging situations from start to finish.
2. Collaborate with higher support levels and key business partners to efficiently resolve customer issues that cannot be handled independently.
3. Embody company values by taking pride in delivering amazing end-to-end customer experiences.
User Training
Provide on-the-spot training to inbound callers by walking through PEXA access, online guides/help, and sharing expert product knowledge, while ensuring training materials remain up-to-date.
Collaboration with Key Business Partners
Build your network of contacts and maintain relationships with key internal business teams as well as integrated service partners to enhance the customer experience.
Skills and Experience
1. Previous experience in a customer-focused environment.
2. Experience within legal/conveyancing or technology industries is highly regarded.
Key Attributes
1. Excellent communication (written & verbal) and interpersonal skills.
2. Strong initiative and drive.
3. Strong problem solving & decision making.
4. Exceptional attention to detail.
5. Thrives under pressure.
6. Strong time management and organizational skills.
7. Networking & building relationships with key stakeholders/teams.
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