AddressWe bring together experts to develop national and international standards, which provide guidelines for products and services that promote the net benefit to the Australian community. We also publish these standards, so they are accessible to all businesses and individuals.
It’s our vision to be a global leader in trusted solutions that improve life – today and tomorrow. Join our team and be a part of this exciting time in Standards Australia’s journey!
About the Role
The Customer Success Specialist is primarily responsible for delivering an excellent customer experience for all Standards Australia's customers who interact with the Customer Success team.
This role focuses on ensuring that all customer service, SA store, subscription customers are actioned, processed, recorded accurately and promptly to promote customer loyalty.
You will exceed customer expectations through a proactive approach to problem-solving, analysing and planning ways to ensure customer excellence by reviewing processes and implementing initiatives that exceed customer expectations.
What you'll do
- Answer incoming phone calls, emails and webform enquiries regarding purchasing products, billing issues, product problems, service questions and general customer concerns/queries or complaints
- Responsible for maintaining a high level of professionalism with both customers, internal & external
- Updating customer information in the CRM database during and after each customer interaction
- Communicating real-time feedback from customers, their needs and business requirements to Customer Success Manager and internal customers
- Optimal usage of available technologies and systems to simplify work processes through all channels of communication
- Reviews knowledge base content regularly and suggests improvements based on customer feedback to enhance support tool to enable a customer-centric approach
- Collaborates with colleagues across the business to grow and nurture relationships that enable the department to provide excellent customer service
- Championing and extracting value from Standard Australia’s IP assets through proactive and reactive licensing and copyright arrangements
- Driving retention, growth, and customer satisfaction of store subscription customers through relationship building and understanding of customer usage needs and potential needs
- Responsible for implementing best practice copyright licensing including quote management and customer service
- Minimum 2+ years of experience from a call centre or customer support environment
- Experience in customer retention and engagement
- Understanding of subscription models is highly desirable
- Experience in creating measures to improve the customer experience
- Track record of following through to ensure success
- Proficient in the use of Microsoft Office Suite
- Proficient and working knowledge of Customer Relationship Management systems
- Experience in working with NPS feedback
Standards Australia offers a wide range of exciting benefits for our people, as part of our People Perks Program. These benefits include: professional development and training opportunities, 9-Day fortnight, opportunities for global working, 1 day per week to work from home after probation, a very generous work anniversary program and a lot more!
What's next?
If you meet the above criteria, please submit your CV and a covering letter which outlines your experience and suitability to this role. Eligible applicants must be a Permanent Resident or have legal rights to work in Australia. Shortlisted applicants will be contacted within 15 business days of their application.
