Associate Customer Service Consultant

HUB24 Limited; Gold Coast City; On-site; AUD 55,000 - 70,000; Full time

Job summary

HUB24 Limited is seeking an Associate Customer Service Consultant to provide support for their NowInfinity product. This role involves assisting clients with inquiries, troubleshooting issues, and maintaining customer relationships. Ideal candidates will have strong communication skills and a background in accounting or IT is preferred but not mandatory. The company emphasizes innovation and collaboration, offering a supportive and inclusive workplace environment.

Qualifications

• Ability to work in a fast-paced environment.
• Excellent written and oral communication skills.
• Ability to troubleshoot complex customer issues.

Responsibilities

• Answer and log customer enquiries via phone and email.
• Maintain strong customer relationships and provide exceptional experience.
• Assist in developing Knowledge Base articles and training materials.

Skills

Communication

Problem Solving

Listening

Education

Degree in Accounting or Information Technology

Job description

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Class is a subsidiary of HUB24 Limited (ASX:HUB), a leading provider of integrated platforms, technology and data solutions for financial advisers, accountants, private banks, licensees, stockbrokers and their clients.HUB24 delivers innovative product and technology solutions to empower better financial futures, together.

But it’s not just about what we do. It’s about empowering the wealth industry to change peoples’ lives for the better. We believe that nothing happens in isolation, so we work together and collaborate with our customers and the industry, building confidence.

As an Associate Customer Service Consultant you will act as the initial point of contact for established clients’ day to day issues with Class's NowInfinity product, providing amazing software application support and problem resolution for users within Service Level Agreements.

You will be joining a fun and inclusive team, with room for career development and growth either within our Customer Service team, or the wider business.

A BIT ABOUT US

Class is a subsidiary of HUB24 Limited (ASX:HUB), a leading provider of integrated platforms, technology and data solutions for financial advisers, accountants, private banks, licensees, stockbrokers and their clients.HUB24 delivers innovative product and technology solutions to empower better financial futures, together.

But it’s not just about what we do. It’s about empowering the wealth industry to change peoples’ lives for the better. We believe that nothing happens in isolation, so we work together and collaborate with our customers and the industry, building confidence.

As an Associate Customer Service Consultant you will act as the initial point of contact for established clients’ day to day issues with Class's NowInfinity product, providing amazing software application support and problem resolution for users within Service Level Agreements.

You will be joining a fun and inclusive team, with room for career development and growth either within our Customer Service team, or the wider business.

What you will do

• Answer and log customer enquiries received via phone, email, and other channels, in a timely manner
• Liaise with intermediate/senior customer service consultants to resolve unusual and complex customer requests, following the escalation process as required
• Maintain customer relationships and provide exceptional customer experience regarding the effective use of the Class suite of platforms
• Assist with the development of Knowledge Base articles, help documentation, and other training materials for new and existing features and/or processes
• Be up to date with the features of Class platforms and how they are applied in typical business processes through internal and external training, documentation and other resources
• Raise system issues, enhancement requests, and provide product feedback for review & validation, in line with the escalation process

About you

• No specific qualifications required but a formal degree\certificate qualification in Accounting or Information Technology very highly regarded
• Ability to work in a fast-paced environment
• Excellent written and oral communication skills
• Ability to listen and ask probing questions to understand customer concerns
• Ability to troubleshoot issues and determine resolutions to complex issues and then communicate those resolutions to clients, team members, other staff members and other stakeholders

Desirable, but not a deal breaker

• Experience in working in the accounting industry and / or help desk environment
• Familiarity with ATO tax lodgements and ASIC requirements for company registration and ongoing corporate requirements
• Knowledge of Australian Trust and Superannuation legislation and practice

THE CLASS STORY

At Class, our vision is to reimagine a simpler, more automated world for our customers through innovation and technology leadership. We reimagine solutions through the smart application of technology to make processing and data connection painless and by simplifying complex customer problems.

Benefits and Life at HUB24Learn more about our employee benefitsHERE.

Check out why our people love working at HUB24!

We pride ourselves on being an inclusive employer of choice where our people can bring their whole selves to work and feel 100% safe and supported to do so. If you don't feel you fit this role 100%, we would still love to hear from you. Tell us what you're interested in - you still might have a skill we didn't realise we needed!

The Recruitment Process:

- Acknowledgement email once your application has been submitted.

- Our Talent team will start reviewing your application, if unsuccessful you will be notified.

- If your application progresses to the next stage, our Talent team will be in touch to discuss your alignment with the role.

- If you’re a person with an impairment or disability, this is an opportunity to share with us any accessibility requirements that you may have for the role.

- Should you require any accommodations to the recruitment process, please contact [e-mail] and one of our team will be in touch.

- Interviews can happen virtually or face to face with the hiring manager, or other members of the broader team. Depending on the role, there may be more than two interviews.

- Communication of outcomes to successful and unsuccessful candidates and feedback provided.

*As part of our process, a police check will be conducted on all successful candidates*. Further details on ourHUB24 Group Recruitment Privacy Collection noticecan be found here.

2024 CircleBackInitiative Employer– we commit to respond to every applicant.

Endorsed byWORK180,we are proud to be recognised as an employer of choice for women.

We have been nominated and placed on theBOSS Best Places to work list.

Seek Star Awards 2024 - Nominated as a finalist for the Best Employer Brand Initiative

HUB24 is an equal opportunity employer. We are committed to creating an inclusive environment where diverse perspectives are valued and every individual is treated with respect. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disabilities, people from culturally and linguistically diverse communities, and people of all gender identities and sexual orientations. If you require adjustments to the recruitment process or have accessibility requirements, please let us know – we’re here to support you.

Seniority level

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