Customer Experience Specialist

Technology

Sydney Permanent AU$50000.00 - AU$60000.00 per annum

Customer Experience Specialist

This business, a SaaS-Enabled marketplace booking platform that is revolutionising a $6.2 trillion-dollar global industry, is looking to expand their presence in Australia with a Customer Experience Specialist.

This business is a global start-up who is contemporary, inventive, and ambitious with multiple established and high performing offices across the globe.

They have a multi award-winning high-traffic booking platform powered by a very powerful suite of SaaS business tools. These tools act as a complete solution for their customers to manage and grow their business by helping increase sales and engagement with their customer base.

They have quickly become a game changing industry leader with users in over 130 countries. They are trusted by millions of customers who transact millions of appointment bookings monthly with tens of thousands of businesses worldwide.

This role is targeted towards candidates who have a background in B2B SaaS, have excellent inbound customer support/ communication experience and skills across email, telephone and social. In addition, you will be detail oriented, can prioritise workloads effectively, have a strong work ethic, so not just doing the minimum, and a natural desire and passion to ensure great customer experiences and ultra-customer service.

What you will do

  • Maintain the delivery of a world-class service to clients, ensuring quality in every interaction
  • Instructing and assisting prospective customers to become active users of their services
  • Be the voice of the client, customer, or prospect within the company, analyse trends and recommend suggestions to internal stakeholders
  • Be the voice of the business to their global customer base responding to all incoming customer communications via email, social media, and outbound phone
  • Track and categorize customer feature requests and support queries
  • Prepare support documentation including FAQ’s, how to articles and support videos
  • Take initiative to suggest ideas on how to improve and streamline internal processes

What you will bring

  • Previous experience of 2+ years in a Customer Experience, Inbound Support, Customer Success or Account Management role
  • Strong English communication skills, both written and verbal
  • Background in providing support publicly to clients and prospects through social media channels as well as direct messaging, email & phone support
  • Proven success in building strong client relationships
  • A passion to truly contribute and make a difference to the customer’s experience
  • Experience with supporting users of software or technology products
  • An aspiration to join a fast-paced, lively work environment at a fast-growing start-up
  • A positive and empathetic personality, a people person who genuinely enjoys consulting small/medium businesses

If you are actively seeking new opportunities and have the necessary experience, please apply to the link provided.

Salt is acting as an Employment Agency in relation to this vacancy.

Job Information

Job Reference: JO-2008-193334
Salary: AU$50000.00 - AU$60000.00 per annum
Salary per: annum
Job Duration:
Job Start Date: ASAP
Job Industries: Technology
Job Locations: Sydney
Job Types: Permanent
Job Skills: customer experience, customer support, SaaS, tech sales

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