Customer Success Associate

MicroSourcing

We are currently looking for Customer Success Associate

As a Customer Success Associate you will be responsible for the day-to-day support of our customers to ensure that they are able to fully benefit from the power of Zeller’s suite of tools and services.
 
This position will be responsible for delivering outstanding customer service to Zeller’s customers who operate outside of standard business hours. You will be a part of a small and passionate team, and be nimble and driven to deliver a better experience for Australian businesses. You will need to be empathetic to business pain points, understand the perspective of the customer, and be comfortable communicating across multiple channels which include phone and email.
 
Your day-to-day engagement with our customers will be across technical support and general inquiry resolution. You will work alongside an Australian based team, and be responsible for a seamless transition in operations and customer service. You’ll also help identify customer trends, needs and preferences to ensure that these are considered with our Product teams to build relevant features and products.
 
Role responsibilities:
Knowledge, Support and Operations
  • Supporting out-of-hours, day to day engagement with Zeller’s customer base via phone, and email, covering:
  • Technical support ranging from hardware and software support to account configuration and management
  • Escalations between operational functions such as the Risk and Compliance teams, and Finance Operations
  • Internal support to other Customer Success Team members to help resolve issues quickly for customers
  • Becoming the subject matter expert and establishing the function’s centre of excellence for product usage and support knowledge
  • Hardware fulfilment handling and supply chain support
  • Shift hand over to enable seamless support of Zeller’s customers
  • Escalation of urgent / priority cases on shore during out-of-hours operations


 
Continuous Improvement
  • Product and service defect escalations to Engineering
  • Product improvement advice and feature request feedback across:
  • Functionality
  • CX / UX
  • Public Web and Funnel leakage identification
  • Continuous improvement of support operating model design and implementation from systems, data, process to people

 
Attributes:
  • Passionate about customer experience and problem solving
  • Ability to work autonomously yet collaboratively
  • Prepared to be the voice of Zeller
  • Be able to continually balance speed, perfection, functionality, cost and customer experience
  • Be an active participant in improving Zeller’s products, services and customer experience
Requirements:
  • 2+ years of industry experience
  • Demonstrable experience working in customer support roles with great products, companies or people
  • Comprehensive knowledge and first hand experience in running call centre operations; use of call centre tools such as AWS Connect
  • Comprehensive knowledge of customer experience and service environments
  • Practical experience with cross channel / multi channel support environments
  • Exposure to high growth tech products or industry
  • Financial products customer support experience
  • Familiarity with capacity planning and core call centre and support metrics