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Form of workAbout Birchal
Birchal is Australia’s leading crowd-sourced investment platform. We are at the forefront of the Australian crowdfunding landscape, dedicated to bridging the gap between enthusiastic investors and innovative companies. Our robust digital platform enables start-ups and growth-stage businesses to achieve their fundraising goals, whilst providing investors with unique opportunities in the Australian market.
With an ambitious vision for the future, we're excited to expand our team. This is a fantastic opportunity for you to understand Australia's crowdsourcing and startup communities and interact with a wide variety of people, from entrepreneurs to investors.
We believe in continuous learning and development. We provide support in areas of further education and career advancement. We foster a collaborative and inclusive work culture. Regular team integration events, such as team-building exercises, workshops, and social gatherings, are part of our routine.
Apply today if you're ready to take the opportunity to join one of the leaders of Australia's fast-paced start-up ecosystem.
About the role
We seek a dynamic Customer Support Representative who is versatile, flexible, and ready to immerse themselves in various aspects of customer service and communication. This individual will become a key part of our team and work closely with various parts of our business to provide top-notch Customer Support, ensuring high-quality interaction with our platform users.
Key Responsibilities
In this role, you will:
- Deliver outstanding Customer Support via live chat, email, and phone
- Develop and maintain the Customer Support resources, including Standard Operating Procedures (SOPs) and help centre guides
- Collaborate with teams to swiftly resolve customer issues and develop cross-functional solutions
- Maintain expertise in our products and services for accurate customer guidance
- Interface with our product and campaign management teams to foster innovative customer solutions
- Monitor and report on support metrics and service level agreements (SLAs) to ensure high levels of customer satisfaction
- Actively participate in team meetings and training for continuous professional development
- Advocate for a customer-centric culture within the company, providing feedback and improvement suggestions
- Regularly present insights on customer feedback trends
- Commit to a minimum of three days per week at the Birchal office in Cremorne, Melbourne
We're looking for someone with:
Prior experience in a Customer Support role
Strong communication skills, both written and verbal
Proficiency in using customer service software
Ability to adapt/respond to different types of customers
Excellent problem-solving skills and the ability to think strategically
High levels of attention to detail
Comfort working in a fast-paced environment
Comfort working on a range of tasks and happy to go the extra mile when needed
We’d love it if you have:
Experience working in startups or the startup ecosystem
Prior experience in interpreting databases and running data queries
Experience in building chatbot systems to support customer service
Just so you know, applications will only be accepted from candidates who meet the minimum qualifications. Regrettably, we cannot accept applications from candidates needing sponsorship to work in Australia.
We are an equal opportunity employer and consider all qualified applicants equally regardless of race, colour, religion, sex, sexual orientation, age, political opinion, marital status, family or carer’s responsibilities, gender identity, pregnancy, national origin, veteran status, or disability status.
