Customer Support Specialist

NES Global Talent; Melbourne; Hybrid; AUD 60,000 - 90,000; Full time

Benefits offered by this job

Flexibility First: Remote Work

Career Growth Opportunities

Parental Leave Benefits

Wellness Days and Credits

Employee Referral Bonuses

Paid Volunteer Days

Job summary

An innovative organization is seeking a Customer Support Specialist to be the first point of contact for customers. This role involves providing Level 1 support through various channels, troubleshooting technical issues, and ensuring customer satisfaction. After an initial three-month onsite period, you will transition to a hybrid working model, allowing for flexibility while maintaining strong customer relationships. Join a forward-thinking company that values employee wellbeing and offers numerous benefits, including professional growth opportunities and a supportive work environment. If you're passionate about delivering exceptional service, this is the perfect opportunity for you.

Qualifications

• Experience in customer service roles with strong problem-solving skills.
• Ability to communicate effectively and build relationships with customers.

Responsibilities

• Provide Level 1 support via live chat, email, and phone.
• Troubleshoot technical issues and resolve customer inquiries efficiently.

Skills

Customer Service

Problem Solving

Communication

Time Management

Relationship Building

Education

Experience in Customer-Focused Role

Experience in Legal/Conveyancing/Technology

Job description

About Our Client
We’re recruiting on behalf of our client, a leader in digital solutions for property transactions. They have significantly improved the efficiency and security of the process for all parties involved. As an innovative organisation, our client is dedicated to delivering seamless digital services, promoting collaboration, and making a positive impact in the industry.

About the Role
As a Customer Support Specialist, you will be the first point of contact for customers, providing Level 1 support through live chat, email, and phone. Your responsibilities will include troubleshooting technical issues, resolving inquiries, and escalating complex cases when necessary. This role is key to delivering exceptional customer service, and your ability to build strong relationships, provide training, and solve problems efficiently will make you a vital member of the team.

The position requires an initial three-month onsite period, during which you will gain a comprehensive understanding of the company’s systems and processes. After this, you will transition to a hybrid model, working remotely with one day per week at the Collins St office.
This is a 12-month fixed-term contract, with the potential for permanency.
Shortlisting is commencing immediately, with a planned start date of April 10.

What You’ll Be Doing

• Responding to customer inquiries and providing expert troubleshooting support via live chat, email, and phone
• Resolving customer issues efficiently, ensuring a seamless customer experience while escalating complex issues when necessary
• Providing training to users on the digital platform, helping them maximise its functionality
• Managing complaints with professionalism and empathy, ensuring customer satisfaction
• Collaborating with internal teams and business partners to enhance service delivery and improve customer outcomes

What We’re Looking For

• Previous experience in a customer-focused role
• Experience in the legal, conveyancing, or technology industries (highly regarded)
• Strong problem-solving and decision-making skills to handle customer inquiries effectively
• Excellent communication and relationship-building abilities
• Ability to thrive under pressure and manage time effectively, especially when juggling multiple tasks

Why Join Our Client?
Our client offers an inclusive, flexible, and rewarding work environment with a strong focus on employee wellbeing and growth. Benefits include:

• Flexibility First: Work remotely after the initial onsite period (first 3 months), with 1 day a week required at the Collins St office and the rest of the week remote
• Career Growth: Access to professional certifications, paid study leave, and financial support for students
• Family Benefits: Up to 20 weeks of parental leave and up to $1,000 per month for childcare
• Wellbeing Perks: 12 wellness days, $250 wellness credit, and mental health support to promote a healthy work-life balance
• Rewards & Recognition: Employee referral bonuses, discounts, and an opportunity to own a stake in the company
• Make an Impact: Paid volunteer days, sustainability initiatives, and social responsibility programs, helping you give back to the community

How to Apply
If you're passionate about customer service and seeking a long-term career opportunity, apply now!
For any questions or to discuss the role further, please contact Harley Darmanin – Recruitment Consultant at 8632 9957 or email [e-mail].