Customer Success Agent

Randstad; Wollongong City Council; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Relocation assistance

Training & development

Career progression

Company trips

Tech equipment

Job summary

Randstad is assisting an Australian aviation compliance SaaS provider in Wollongong CBD to find a customer-focused onboarding and sales support specialist. You will be the first contact for inquiries, guide clients through onboarding, and support ongoing growth in a fast-paced, high-tech environment.

About you: 2+ years in customer service, excellent communication, and comfort with multi-system work. The role offers relocation support and clear career progression within a dynamic team.

Qualifications

• 2+ years of experience in a customer service, administrative, or client facing role.
• Strong verbal and written communication with the ability to build rapport across stakeholders.
• Comfortable navigating multi-system environments with attention to detail.

Responsibilities

• Act as the primary point of contact via phone, email, live chat and support tickets.
• Guide new clients through onboarding to ensure product adoption.
• Proactively engage with existing and prospective customers to support growth.
• Utilise Kanban and CRM systems to manage tasks and ensure customer satisfaction.
• Handle subscriptions renewals, invoicing, and automated reminders.
• Evaluate and implement client data into core applications.
• Test new software features following internal guidelines.
• Provide sales support and client training as required.

Skills

Customer service

Communication

Team collaboration

Problem solving

Tools

CRM systems

Microsoft Office

Kanban

Job description

This is an exciting opportunity for an enthusiastic, customer focused professional to join Australia's leading aviation compliance and risk management software company in their Wollongong CBD head office.

Working in a close knit team and reporting directly to the Customer Support Manager, you will serve as the first point of contact for sales support, training, and client onboarding in a fast paced, high tech environment. In this role, you will deliver an exceptional customer experience across complex regulatory environments, manage incoming inquiries via multiple channels, and actively engage with potential clients and network partners to help grow the client base.

Your New Role

This is an exciting opportunity for an enthusiastic, customer focused professional to join Australia's leading aviation compliance and risk management software company in their Wollongong CBD head office.

Working in a close knit team and reporting directly to the Customer Support Manager, you will serve as the first point of contact for sales support, training, and client onboarding in a fast paced, high tech environment. In this role, you will deliver an exceptional customer experience across complex regulatory environments, manage incoming inquiries via multiple channels, and actively engage with potential clients and network partners to help grow the client base.

Benefits To You

• Competitive base salary with annual salary and bonus reviews.

• Relocation assistance up to $5,000 for the successful candidate.

• Extensive internal training, mentoring program, and continuous educational development.

• Clear career progression opportunities within a rapidly growing SaaS business.

• Annual interstate company trips.

• Access to high tech equipment and company incentives (e.g., drones, cameras, hardware).

• Supportive, highly energetic, and positive working environment.

Your Responsibilities

• Acting as the primary point of contact via phone, email, live website chat, and support ticketing systems to provide timely, informative responses.

• Guiding new clients seamlessly through the onboarding process to ensure effective product adoption.

• Proactively engaging with existing and prospective customers to support long term business growth.

• Utilising dynamic Kanban and CRM systems to manage tasks, meet dynamic time limits, and ensure maximum customer satisfaction.

• Handling customer subscription renewals, invoicing, and automated reminders.

• Evaluating and implementing new client data into core applications.

• Testing new software development features in alignment with internal testing guidelines.

• Providing sales support and conducting client training as required.

About You

• Experience: 2+ years of experience in a customer service, administrative, or client facing role.

• Communication: Exceptional verbal and written communication skills with the confidence to pick up the phone and build rapport with diverse stakeholders.

• Technical Skills: Proficient with Microsoft Office applications and comfortable navigating multi system environments with strong attention to detail.

• Attributes: High self-motivation, a proactive "can-do" attitude, dynamic multi tasking skills, and a strong drive to learn a cutting edge industry.

• Desirable (Not Essential): Experience in a SaaS environment, background/interest in the aviation sector.

Your New Company

Our client is a premier, Australian-owned Software as a Service (SaaS) provider specialising in drone (Remotely Piloted Aircraft) and aerodrome operations. Driven by an energetic, innovative board of directors who are actively disrupting the aviation industry, they offer cutting edge compliance and risk management solutions tailored to high value client needs.

Next Steps

If you are eager to grow your career with an industry-leading tech company in Wollongong CBD.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.