AI Customer Success Lead – Melbourne

Servicenow, Inc.; Melbourne; Hybrid; AUD 55.000 - 75.000; Vollzeit

Benefits dieser Stelle

Paid Parental Leave

Volunteer days

Diversity & Inclusion programs

Mental health support

Flexible working arrangements

Zusammenfassung

Xplor Technologies seeks a Customer Success Coordinator in Melbourne to help customers succeed with our platform, ensuring retention and happiness.

You will handle tickets, respond to inquiries by phone, chat and email, and collaborate with the team to resolve issues within SLAs. The role supports the wider team and involves 2–3 days in the office under a hybrid model.

You should have 1–2 years in a customer-facing role, strong English communication, and a collaborative attitude.

Qualifikationen

• 1–2 years of previous experience in a customer-facing position.
• You’re motivated by a fast‑paced environment where you will have to constantly adapt - no two days are the same!
• You have excellent written and verbal English skills as well as a confident phone manner and active listening skills
• You bring excellent customer services skills, demonstrated daily by working quickly and accurately to resolve customers queries
• You’re able to multitask, prioritise, and manage time effectively
• You show awareness of your own strengths and areas for growth, and a desire to develop and apply new skills
• You are a true team player that understands we all have to sometimes roll up our sleeves and pitch in

Aufgaben

• You’ll be a proactive member of your team advocating customer needs internally, owning their challenges and working on ways to prevent them from recurring
• You’ll be supporting customers across the Office platform
• You’ll provide the initial response to tickets and assign incoming tickets to the team depending on the level of complexity and issue
• You’ll respond to enquiries via phone, chat and email and work to ensure every enquiry is answered in accordance with our SLAs
• You’ll handle dissatisfied customers in a polite and professional fashion
• You’ll maintain broad knowledge of all company products, services, and promotions
• You’ll support the implementation of systems improvement initiatives and the introduction and roll‑out of new technologies
• You’ll monitor the performance of systems and assist with the identification of potential issues

Kenntnisse

Customer service

English communication

Multitasking

Team player

Jobbeschreibung

Xplor Technologies seeks a Customer Success Coordinator in Melbourne to help customers succeed with our platform, ensuring retention and happiness.

You will handle tickets, respond to inquiries by phone, chat and email, and collaborate with the team to resolve issues within SLAs. The role supports the wider team and involves 2–3 days in the office under a hybrid model.

You should have 1–2 years in a customer-facing role, strong English communication, and a collaborative attitude.