(CX) Customer Experience Consultant

Junior Adventures Group; Victoria; Híbrido; AUD 55.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work with WFH opportunities

Multi-channel support role

Coaching & development

Descripción de la vacante

Junior Adventures Group is seeking a Customer Experience Consultant to be a trusted contact for families, handling inquiries via phone, email and online chat. The role blends customer interactions with administrative tasks across multiple systems in a hybrid setting.

The position is a full-time, 6-month contract with potential extension, offering 38 hours per week and a rotating Monday–Friday roster. Training is conducted in-office for the first four weeks.

Formación

• Customer service experience in a contact centre, hospitality, retail, education or similar environment.
• Strong verbal and written communication skills.
• Ability to learn new systems and processes across multiple platforms.
• Empathy and professionalism when handling sensitive matters.

Responsabilidades

• Respond to customer enquiries via phone, email and online chat.
• Assist families with bookings, billing, payments and subsidies.
• Investigate and resolve customer issues and account enquiries.
• Maintain accurate customer records across multiple systems.
• Deliver professional, empathetic and solutions-focused support.

Conocimientos

Customer service

Multichannel support

Communication

Empathy

Herramientas

CRM systems

Microsoft Teams

Descripción del empleo

Partnering with parents and school communities, at Junior Adventures Group (JAG) our goal is to help today’s children navigate their tomorrow by supporting children's development through play in fun, engaging environments. We live and breathe our company values every day by being considerate, passionate, courageous, and making a difference.

Job Description

Full-Time | 6-Month Contract (with possibility to extend) | Hybrid Working

Help families navigate the moments that matter.

As a Customer Experience Consultant, you'll be a trusted point of contact for families, providing support via phone, email and online chat. You'll investigate enquiries, resolve issues and help customers find solutions during important moments that matter.

This is a varied role where no two days are the same. You'll balance customer interactions with administrative tasks, work across multiple systems and develop expertise in a complex and rewarding industry.

• Hybrid working with flexible rostered work-from-home opportunities
• Varied role across phone, email, online chat and administration
• Supportive team culture with ongoing coaching and development
• Meaningful work helping families access quality care and education
• Opportunity to develop valuable customer experience skills

What you'll do

• Respond to customer enquiries via phone, email and online chat
• Assist families with bookings, billing, payments and subsidies
• Investigate and resolve customer issues and account enquiries
• Maintain accurate customer records across multiple systems
• Deliver professional, empathetic and solutions-focused support

About you

You are customer-focused, resilient and enjoy solving problems.We're looking for someone with strong people skills, a positive attitude and a genuine desire to help others.

You'll bring:

• Customer service experience in a contact centre, collections, hospitality, retail, education, OSHC or similar environment
• Strong verbal and written communication skills
• Strong problem-solving ability and attention to detail
• Confidence working across multiple systems as well as learning new systems and processes
• Empathy and professionalism when handling sensitive matters

The details

• 38 hours per week
• Monday to Friday rotating roster between 8am-8pm
• First 4 weeks 9am – 5pm in-office for training
• Full Australian working rights required
• Initial 6 month contract offered with possibility of extension to permanent role

Recruitment Process

As part of our recruitment process, shortlisted candidates will be invited to complete a short online video interview. This gives you an opportunity to showcase your communication style and customer service skills, so we encourage you to approach it as you would a face-to-face interview.

Following this stage, selected candidates will be invited to meet with our team via Microsoft Teams. This is a chance for us to learn more about you, while giving you the opportunity to learn more about the role, our team and what it's like to build a career with us.

Additional Information

At Junior Adventures Group, child safety and child safeguarding principles are our top priorities. Our recruitment process includes thorough background checks and screenings to ensure the wellbeing of all children in our care.

We welcome individuals from all backgrounds, abilities, and identities, including Aboriginal and Torres Strait Islander people.

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