Customer Success Specialist

Chooze is revolutionising how Australians with disabilities, including ageing Australians, access and purchase Assistive Technology (AT) and consumables. Our multi-vendor online marketplace, The Chooze Shop, is empowering people with disabilities with a seamless, transparent, and accessible shopping experience which connects them with the products they need most.

Driven by the pillars of integrity, community, customer advocacy and leadership, Chooze has established significant industry partnerships, attracted customers and transactions. Our marketplace currently boasts a selection of over 2000 products from more than 130 carefully vetted sellers. With plans to expand to 20,000 products and over 1000 sellers in the next two years, The Chooze Shop is set to become Australia's largest marketplace of its type.

We’re tipping the world of online shopping in the disability space on its head – and to do that we need an amazing team of Customer Success professionals who want to make an impact. This role will be the first point of contact for Chooze sellers and purchasers.  You will need to be able to engage with a variety of people, from business owners to NDIS participants and their support team, meaning versatility and patience in communication will be needed.  Team members in this role will have both B2B and B2C responsibilities every day.

Before you consider applying for this role, there’s some important things Chooze (and that means anyone who works for us) is committed to:

• 30% of our workforce being people with lived experience of a disability.
• We live and breathe diversity and inclusion – it’s not just a policy document for us!
• We work in a team built around trust, so everyone of us has clear and relevant KPI’s that we are ALL held accountable to.

At Chooze we want to find the right people and know that due to many different reasons, some applicants may be perfect for the role, but struggle with interviews.

Every applicant interviewed for these roles will be provided with a clear outline of the interview process and timelines, examples of questions we will be asking and the types of situational examples we are looking for to ensure anyone who may be challenged by the interview environment is not disadvantaged.

We encourage candidates with a disability to apply and to advise of any accommodations you may need to ensure you are not disadvantaged during the application or interview process. 

We also recommend you visit our site and Google us to find out more about what we do and how we do it, so you are sure the role (and us) are what you are looking for, and to set yourself up for success in any interview - www.chooze.com.au

All roles at Chooze are fully remote - we respect the need for all parts of our lives to fit into what we do at work. However, that also means that we have clear expectations, trust our employees to do the right thing and only be engaged in Chooze related tasks during working hours and to understand that high performance is expected and rewarded. 

• Full training and structured onboarding are provided. 
• Weekly 1:1 meetings with your direct manager provide clarity and support to ensure you can deliver on role expectations. 
• A 6-month probationary period applies to all hires at Chooze.

If you do the right thing by us, we’ll always have your back and support you and your development at Chooze!

Key responsibilities of this challenging and rewarding role include:

• Acquiring, developing, and maintaining ongoing relationships with sellers who will offer their range of products on the Chooze online marketplace.
• Achieving seller acquisition and retention targets.
• Being the first point of contact for any seller and customer enquiries.
• Liaising with internal and external stakeholders to ensure a high level of customer service and communication.

The person that we are seeking is a bright, energetic self-starter with the ability to work under minimal supervision. You must have the ability to respond quickly and professionally to new and changing situations. You will also have a demonstrated skill in taking initiative, prioritising, and multi-tasking in a fast-moving environment.  

Along with being reliable, loyal, and trustworthy, it is essential that you have the following attributes:

• A minimum of 2 years experience in an OUTBOUND telephone based or call centre role.
• Highly developed verbal and written communication skills
• Attention to detail and commitment to following documented processes
• The ability to build and maintain relationships.
• Problem-solving and negotiation skills.
• The ability to remain calm under pressure.
• Have excellent organisational and time management skills.
• A high level of motivation and ability to think outside of the square.
• The ability to work autonomously and in a team.
• The understanding that remote working requires trust on both sides, commitment, and internal motivation.

Experience and / or knowledge of the NDIS would be highly regarded.

Multiple full-time roles available.

These roles offer a genuine opportunity for career progression as the organisation grows.

If you possess these attributes and are looking to join our fun, flexible and inclusive team where you will have the opportunity to be involved in a fast-growing business, we’d love to hear from you. Please provide a CV (no more than 2 pages) along with a cover letter of no more than 1 page and apply via Seek by clicking on the link below.

Please note – successful candidates will need to undertake compulsory NDIS online training, along with a working with vulnerable people police check. As we are a registered NDIS provider, a fully cleared result is required for ongoing employment.