Customer Success Representative

About the business

Box of Books is a digital leader in the EduTech space. We streamline the delivery of eBooks, digital resources and ship physical textbooks to teachers and students and work hard to keep leading secondary schools at the forefront of digital learning. 

Backed by all major global and Australian educational publishers, this is a great opportunity to grow your career as we continue to expand domestically.

Box of Books is looking for Customer Success and Operations Officers to deliver excellent service outcomes for both new and existing clients in our rapidly growing customer base.

This opportunity is open to applicants located in the southern suburbs of Sydney.

Position description

You will form part of our User Service Team (UST) and will be responsible for providing an outstanding customer experience for all BoB users and visitors via our in-app messaging system, email and phone.

Your excellent customer service skills will assist our users, being students, teachers and parents with any inquiries and troubleshooting issues they may have about our platform. 

This main responsibility covers a variety of duties, such as:

• Provide outstanding customer service to determine the quickest, most effective ways to answer a user’s questions via our in-app messaging system, phone calls and emails.
• Working with your fellow Customer Success team members and other departments to find appropriate solutions to troubleshoot an issue.
• Ensuring that customers are satisfied with the troubleshooting support received and resolved in a timely manner.
• Engage with sales team and key stakeholders within schools
• Engage with publishers for resourcing queries
• Informing customers about additional help articles that can assist with troubleshoot queries
• Contribute to the improvement and innovation of customer service processes across the business
• Assist in other operational aspects of the business as required
• Escalating queries and concerns to management
• Report to the National Manager, Customer Success and Operations

What you will need to succeed

• Top communicator – strong written and verbal communication with ability to adapt your communication style to the situation.
• Team player – collaborative approach to issue resolution
• Digital fluency – willing to learn internal systems and processes, type reasonably fast and is familiar with G Suite
• Attitude – optimistic, problem-solving mindset with the ability to juggle changing priorities and think outside the box.
• Eagle eyed – high attention to detail
• Experience – previous customer support experience preferred

What you will get in return

• Team environment – you'll be working closely with our talented, friendly and supportive team nationally
• A supportive work-life balance through a combination of working from our Sydney office in Kirrawee and from home
• Future prospects – an exciting career for highly motivated individuals with one of Australia's fastest growing and innovative EduTech companies.