Customer Implementation Consultant

Epos Now Group; Maroochydore; On-site; AUD 50,000 - 70,000; Full time

Job summary

A growing technology solutions company in Queensland is looking for a confident Customer Support Representative. You will handle customer inquiries and provide training for new customers, utilizing your communication skills and resilience. The ideal candidate is proactive and organized, with a passion for delivering excellent customer service. The role offers career progression and uncapped commission based on performance.

Benefits

Progression and salary increases based on performance

Uncapped commission from inbound sales

20 days holiday pay plus bank holidays

Superannuation

Company celebratory events

Long service rewards

Qualifications

• Driven and proactive with the ability to work independently.
• Organized with strong attention to detail.
• Resilient in handling challenging customer interactions.

Responsibilities

• Deliver training for new customers during onboarding.
• Handle inbound customer support calls and webchats.
• Provide customer service via multiple channels.
• Conduct remote troubleshooting and training sessions.

Skills

Communication skills

Customer service

Problem-solving

Resilience

Organization

Tools

Google Suite

CRM systems

Job description

Overview

About the company: After a period of sustained international growth, we are looking to strengthen our service department to support a growing customer base. Driving an inclusive company culture, we work closely with employees on their own personal development plans, aligning personal and business goals for shared success.

About the role: A positive and confident communicator, with an excellent telephone manner, you will be the first interaction for many prospective customers looking for a tech-led solution to their challenges. As a member of the customer support team, you will play a key role in handling customer support calls to onboard new customers and resolve any queries timely and efficiently.

Responsibilities

• Deliver training for new customers as part of their onboarding process
• Take inbound customer support calls, answer webchats and tickets
• Provide excellent customer service by phone, email, webchat and online user support
• Where appropriate, escalate and accurately record customer data
• Conduct remote trouble-shooting and training sessions with clients
• Develop and maintain an in-depth knowledge on all products and services
• Working to call time and upselling targets, using a “soft sales” approach to proactively identify growth opportunities and attend to customer needs

Qualifications

The best candidate for this role would be;

• Driven and proactive - Can work independently and is determined to succeed (essential)
• Organised - Manage diary, phone and update systems with great attention to detail (essential)
• Resilient - Can bounce back from challenging customers, remaining calm and professional while dealing with volume calls (essential)
• Personable - Able to keep calm and show empathy for customers (essential)

Tech-literate and knowledgeable - Have a basic understanding of Android, iOS and Windows Operating Systems, a basic knowledge or experience in using Google Suite, and an awareness of customer CRM systems and data input (preferred, not essential)

Benefits

• Progression and increased basic salary through performance targets
• Earn uncapped commission through an “inbound sales” approach
• 20 days holiday pay, plus bank holidays
• Superannuation
• Company celebratory events (summer and winter)
• Long service and half annual awards