AddressStandards Australia is the peak standards development organisation in Australia, and we are now 101 years old! We are going through a massive transformational growth stage. In the last few years we’ve doubled in size and now have over 300 employees contributing to Australia’s future and our mission of empowering communities.
We 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
Join a team that manages a diverse portfolio of customers with copyright or licensing permissions for Standards Australia’s content. Ensure that all copyright and licensing orders are actioned, processed, recorded accurately and promptly to promote customer loyalty and provide customer service excellence.
What you'll do
- Respond to incoming emails, webform enquiries and phone calls regarding purchasing products, billing issues, product queries, service questions and general customer concerns, queries or complaints
- Build and maintain strong customer and partner relationships based on trust and honesty
- Drive retention, growth and customer satisfaction through relationship building and understanding of customer behaviour and potential needs and opportunities
- Identify risks to customer success and proactively engage customers whenever there's an identified concern
- Accurate data entry, record keeping and order processing
- Manage appropriate decision making for copyright licensing requests with an understanding of the commercial and non-commercial implications
- Act as the liaison between customers, distributors, other standards development organisations and commercial, legal teams to manage requests, resolve issues and facilitate sales
- Participate in business initiatives across the team to optimise productivity and efficiencies
- Educate customers on new licensing structures and opportunities which apply to them
- Manage IP protection and coordinate with the legal team on responses to infringements
- Minimum of 3 years’ experience in a similar role encompassing customer service, account management or business development, and performance monitoring
- Accomplished in the performance metrics process, and technology components of business operations.
- Customer centric approach
- Results and goal oriented with the ability to demonstrate excellent judgement, solution orientation and appropriate level of risk taking
- Demonstrated ability to plan, manage, and organise multiple priorities and deadlines
- Demonstrated ability to perform problem analysis and resolution
- A continuous improvement, growth, and experimentation mindset
- Proficient experience using Microsoft Office applications
- Proficient and working knowledge of Customer Relationship Management systems
We at Standards Australia are proud to have been awarded the prestigious Employer of Choice Award 2023! This recognition highlights our commitment to creating an exceptional workplace and fostering a culture of excellence. Our iCARE values form the basis of all we do - Integrity, Courage, Accountability, Respect, and Excellence.
Our success is measured not only by outcomes, but on the path we took to get there. Standards Australia offers many benefits such as flexibility with working from home, regular team events, additional personal/carer’s leave, regular awards, and on-going training. Our award-winning People Perks program includes the following great benefits:
- Nine-day fortnight – enjoy every second Friday off!
- Parental and secondary carer leave benefits – supporting you and your family during the most important times in your life
- Workiversary rewards – your commitment and loyalty won’t go unrecognised!
- International working arrangement – do you have working rights in another country? Enjoy a few weeks of international working every year
- Early access to long service leave – why wait 10 years for long service leave? 5 years sounds a lot better!
If Standards Australia sounds like the place for you, please submit your CV outlining your experience and suitability to this role. Eligible applicants must be Australian Citizens, Permanent Residents or have legal rights to work in Australia. Shortlisted applicants will be contacted within 15 business days of their application.
