Customer Success Specialist

Standards; Australia; Hybrid; AUD 65,000 - 90,000; Full time

Job summary

Standards Australia is seeking a Customer Success Specialist to be the first point of contact for customers, handling inquiries, orders, subscriptions and purchases through the Standards Australia store. You will ensure requests are resolved accurately and promptly to deliver a positive experience and build lasting relationships.

The role requires at least three years in customer support, experience with retention, and solid communication.

Qualifications

• 3+ years in a customer support environment.
• Experience in customer retention and engagement.
• Clear communication and active listening.
• Effective prioritisation and time management.
• Understanding of subscription models is highly desirable.
• Proficient in Microsoft Office; CRM systems experience.

Responsibilities

• Handle inquiries, orders, subscriptions, and purchases via phone, email, and webform.
• Provide proactive issue resolution and onboarding for new services.
• Maintain accurate customer data in the CRM after interactions.
• Collaborate across teams to improve customer service processes.
• Identify opportunities to enhance the customer journey and act on feedback.
• Uphold professionalism and customer-centric service standards.

Skills

Customer service

Communication

Problem solving

Time management

CRM experience

Microsoft Office

Tools

CRM software

Job description

Delivering exceptional customer service, while managing enquiries & orders while improving processes to exceed customer expectations.

21st August, 2026

Who are we?

Standards Australia (SA) is the peak standards development organisation in Australia, with a rich history that dates back to 1922. Currently, we are undergoing a significant transformation and growth phase.

In recent years, our workforce has doubled, and we now proudly employ over 200 professionals dedicated to helping shape Australia’s future and fulfilling our mission of empowering communities.

Our organisation brings experts together to create national and international standards that serve as essential guidelines for products and services, ultimately benefiting the Australian community. Our vision is to be a global leader in providing trusted solutions that improve life today and tomorrow.

About the role

As a Customer Success Specialist, you will be the first point of contact for customers, helping them with enquiries, orders, subscriptions, and purchases through the Standards Australia store.

You will ensure customer requests are handled accurately, efficiently, and in a timely manner to provide a positive experience and build long-term customer relationships.

You will work closely with customers to resolve issues, answer questions, and provide helpful solutions. The role also involves identifying opportunities to improve customer service processes, recommending improvements, and helping implement initiatives that enhance the overall customer experience.

This position is ideal for someone who enjoys helping people, solving problems, and delivering high-quality customer service while contributing to continuous business improvement. It is essential that the CSS:

• Develops an excellent understanding of the business, its objectives, strategies, and challenges
• Develops effective and cooperative relationships across all teams to support and enable a culture of customer excellence
• Are an exemplar of customer excellence and influences others to embed a customer-centric culture
• Maintains trust, confidence, and appropriate confidentiality

What you’ll do

• Answer incoming phone calls, emails and webform enquiries regarding purchasing products, subscriptions, billing issues, product problems, service questions, issuing quotes and general customer concerns/queries or complaints
• Provides dedicated support to customers engaging with newly launched services and innovations under the FY26–30 strategy “Fit for the Future”, ensuring a seamless onboarding experience, proactive issue resolution, and continuous value delivery.
• Responsible for maintaining a high level of professionalism with both customers, internal & external
• Updating customer information in the CRM database during and after each customer interaction
• Communicating real-time feedback from customers, their needs and business requirements to Customer Success Manager and internal customers
• Optimal usage of available technologies and systems to simplify work processes through all channels of communication
• Works collaboratively with others, demonstrates integrity and reliability, supports team success, and maintains a positive, customer-focused attitude.

You will bring

• Minimum 3+ years of experience from a customer support environment
• Experience in customer retention and engagement
• Communicates clearly, asks questions when needed, and contributes ideas and feedback to support positive business outcomes.
• Effectively manages priorities, delivers high-quality work on time, communicates progress, and remains accountable for achieving results.
• Understanding of subscription model highly desirable
• Proficient in the use of Microsoft Office Suite
• Background in utilising CRM / Management systems

Culture & Benefits

Standards Australia is proud to have been awarded the prestigious Employer of Choice Award for two consecutive years, 2023 and 2024. This recognition highlights our commitment to creating an exceptional workplace and fostering a culture of excellence. Our iCARE values form the basis of all we do - Integrity, Courage, Accountability, Respect, and Excellence.

We offer a rangeofPeople Perksthat support flexibility, wellbeing, career growth, and recognition - helping you thrive at work and beyond.

What's next?

If Standards Australia sounds like the place for you, please submit your CV outlining your experience and suitability to this role. Eligible applicants must be Australian Citizens, Permanent Residents or have legal rights to work in Australia. Shortlisted applicants will be contacted within 15 business days of their application.

At Standards Australia, we are proud to be an equal opportunity employer, and we are committed to fostering a working environment that values diversity, inclusion, and belonging. Our mission is to empower our communities, and in doing so, we strive to create an organisation that genuinely reflects and respects the diversity of the communities we serve; putting people at the heart of all we do. We welcome applications from people of all cultural and linguistic groups, people of all ages and genders, people of Aboriginal and/or Torres Strait Islander background, people with a disability, and people from the LGBTQIA+ community.