Customer Support Consultant

Oxford University Press; City of Melbourne; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Work-from-home days

Contemporary office facilities

Comprehensive wellbeing program

Paid Volunteering Leave

Study Leave

Job summary

A prominent publishing company is seeking a Customer Support Consultant to join their Marketing & Customer Experience Team. You will be responsible for providing support to customers by responding to queries and concerns. Ideal candidates will possess strong customer service skills, experience with Zendesk and SAP, and an understanding of the education or publishing industry in Australia. This role offers a flexible working environment with remote options.

Qualifications

• Experience in a customer service or similar role required.
• Ability to respond calmly under time pressure.
• Understanding of the education and/or publishing industry in Australia.

Responsibilities

• Respond to internal and external customer queries within KPI.
• Answer first line digital support enquiries by phone and email.
• Process credit card payments for cash sales & staff orders.
• Maintain customer records in the CRM and in SAP.

Skills

Exceptional interpersonal skills

Customer service fundamentals

Problem solving

Experience with Zendesk

Experience with SAP

Experience with Salesforce

Experience with Microsoft 365 Suite

Job description

About the Role

We are looking for a talented Customer Support Consultant to join our Marketing & Customer Experience Team and be responsible for providing support to all customers by promptly responding to queries and concerns in a professional manner. The role represents the business and our digital product offering as the first line of support for teachers, students, trade partners and sales consultants.

Key Responsibilities

Customer Support

• Respond to internal and external customer queries within KPI
• Answer first line digital support enquiries by phone and email
• All data entry to be keyed within KPI
• Process credit card payments for all cash sale & staff orders
• All in house tasks are completed to schedule
• Contribute to continuous improvement within the role and suggest process improvements and better ways of working
• Be the voice of the customers, advocate for product improvement and customer experience
• Collaborate and problem-solve effectively within a high performing team
• Send information about customer calls to sales teams
• Provide customer feedback to sales teams
• Maintain customer records in the CRM and in SAP
• Provide customers information on their current trading terms

Data Administration

• Assist with data clean-up work for both SAP and the CRM outside of peak times
• Assist with export shipping duties as required
• Assist the warehouse by investigating problem returns
• Perform data entry or clean up tasks for other departments outside of peak times

About You

• Exceptional interpersonal skills, including strong customer service fundamentals and experience in a customer service or similar role
• Ability to problem solve and troubleshoot, think problem through methodically and respond calmly under time pressure
• Demonstrated ability to engage with other stakeholders and departments within the business to get the best outcome for the customer
• Ability to critique processes, offer creative solutions and commit to continuous improvement of the team
• An understanding of the education and/or publishing industry in Australia
• Experience working Zendesk, SAP, Salesforce, Microsoft 365 Suite
• Highly flexible working environment
• Two work-from-home days per week and rostered Friday afternoons off (fortnightly)
• Access to contemporary offices and facilities close to Southern Cross Station
• Varied learning and development opportunities
• The opportunity to support Skyline Education Foundation through our Workplace Giving Program
• Comprehensive wellbeing program, including an EAP available to you and your family
• Other enterprise level benefits including Long Service Leave at 5 years, 2 days of paid Volunteering Leave and Study Leave per year and more

If you possess the right skills for this role and want to join our hardworking and motivated team, please submit your cover letter and full resume, in one PDF.