Customer Support Specialist

Aotearoa New Zealand Association of Social Workers; Auckland; Hybrid; NZD 55,000 - 75,000; Full time

Benefits offered by this job

Annual Performance Bonus Plan

Flexible working options (office + WFH

Personal Flexi Days and Volunteer Days

Parental leave benefits

Work from anywhere up to 4 weeks per F

Income protection insurance

Employee discounts

Job summary

SEEK’s Customer Support Specialist will deliver an exceptional experience to managed customer portfolios, partnering with Account Managers to ensure seamless communication with internal and external stakeholders. You’ll be the trusted contact for top-tier clients and help drive successful outcomes for SEEK’s customers.

In this role, you’ll troubleshoot technical queries related to recruitment software partners and product access, while maintaining strong client relationships and collaborating

Qualifications

• Strong interpersonal and relationship-building abilities.
• Ability to represent clients’ interests while balancing business objectives.
• Customer-focused mindset with a passion for premium service.
• Excellent written and verbal communication skills.
• Able to manage time effectively in a fast-paced environment.

Responsibilities

• Work within agreed OKRs, processes, and SLA’s.
• Provide personalised service exceeding client expectations.
• Troubleshoot and resolve technical customer queries and escalate when needed.
• Maintain clear communication with clients and internal stakeholders.
• Handle hirer inquiries including technical, site, education, and billing matters.
• Build and maintain relationships with clients as their dedicated contact.
• Collaborate with Account Managers, Customer Success, and Tech Support to resolve queries.
• Deliver custom reporting for clients.

Skills

Interpersonal skills

Client relationships

Premium service mindset

Written and verbal communication

Time management

Technical aptitude

MS Office

Tools

MS Office

Job description

SEEK’s portfolio of diverse businessesmake a positive impacton a truly global scale. Our purpose is to help people live more fulfilling and productive working lives and help organisations succeed. We create world-class technology solutions toconnect more people to relevantemployment, education, small businessandvolunteer opportunities. Wehavea cultureofhigh-performancein our workplaces andcelebrate the diversity ofour employeeswhocontribute to thesuccess of our organisation.

Life at SEEK

SEEK’s purpose is at the centre of everything we do. Our SEEK, which defines the way we work, is all about what makes us unique and a little bit different. Passion, Team, Delivery and Future are our principles that drive innovation and creativity. SEEK strives to support employee wellbeing by providing an amazing experience at work which led us to being named AFR BOSS Top 10 Best Places to Work in Technology (2021-2024). We are proud to work in an environment that's inclusive where everyone's unique ideas, experiences and perspectives are valued.

Our award-winning head office in Cremorne (just a 4 min walk from Richmond station) provides an exceptional space to collaborate with colleagues. The building provides sweeping views of the city, a games area, sit and stand desks at every workstation, modern end-of-trip facilities and Thursday night drinks which gives our people an opportunity to connect in a social setting.

Company Description

About SEEK

SEEK’s portfolio of diverse businessesmake a positive impacton a truly global scale. Our purpose is to help people live more fulfilling and productive working lives and help organisations succeed. We create world-class technology solutions toconnect more people to relevantemployment, education, small businessandvolunteer opportunities. Wehavea cultureofhigh-performancein our workplaces andcelebrate the diversity ofour employeeswhocontribute to thesuccess of our organisation.

Life at SEEK

SEEK’s purpose is at the centre of everything we do. Our SEEK, which defines the way we work, is all about what makes us unique and a little bit different. Passion, Team, Delivery and Future are our principles that drive innovation and creativity. SEEK strives to support employee wellbeing by providing an amazing experience at work which led us to being named AFR BOSS Top 10 Best Places to Work in Technology (2021-2024). We are proud to work in an environment that's inclusive where everyone's unique ideas, experiences and perspectives are valued.

Our award-winning head office in Cremorne (just a 4 min walk from Richmond station) provides an exceptional space to collaborate with colleagues. The building provides sweeping views of the city, a games area, sit and stand desks at every workstation, modern end-of-trip facilities and Thursday night drinks which gives our people an opportunity to connect in a social setting.

Job Description

The Role

Join SEEK's dynamic team as a Customer Support Specialist, where you'll play a pivotal role in delivering an exceptional experience to our managed customer portfolios. In collaboration with our Account Managers, you'll become a trusted point of contact fostering strong relationships and ensuring seamless communication with key internal and external stakeholders. This is your chance to make a real difference with the success of SEEK's top tier customers, all while developing your career within an innovative and client focused team.

Key Responsibilities

• Working within agreed OKR’s, work processes, and to agreed SLA’s
• Deliver a personalised service that exceeds client expectations and reinforces SEEK’s premium offering
• Identify, troubleshoot, and resolve customer technical queries, including but not limited to our recruitment software partners and product access issues, and elevate complex matters to appropriate channels
• Work closely and maintain clear communication and set service expectations with clients and internal stakeholders throughout the resolution process
• Handle hirer inquiries including but not limited to technical queries, site issues, education, and billing management
• Build and maintain strong relationships with clients, acting as their dedicated point of contact
• Proactively partner closely with Account Managers, Customer Success Managers, Technical Support Teams and Credit Controllers to troubleshoot customer queries
• Deliver upon agreed custom reporting requirements for our clients

The Team

The role sits within ANZ Sales and APAC Enablement within the Commercial division, and reports to the Manager, Customer Support. Key stakeholders include; external clients, internal Sales teams and leaders, Finance, Customer Success Managers, Sales and Service Operations, Tech Support and Product Teams.

Qualifications

Essential Skills, Experience and Competencies

• Strong interpersonal skills with the ability to build rapport and maintain strong professional relationships
• Demonstrated ability to represent clients’ interests while balancing business objectives
• Team player who contributes to a positive workplace within a fast paced, small-team environment
• Customer focus mindset with a passion for delivering premium service to foster long-term relationships
• Demonstrated ability to effectively navigate and resolve complex customer enquiries with patience, empathy and professionalism
• Advanced written and verbal communication skills
• Ability to articulate technical information for diverse audiences
• Demonstrates exceptional time management, prioritising workload effectively while maintaining attention to detail and providing tailored solutions to strengthen relationships
• Advanced Microsoft Office skills

Additional Information

Permanent Perks

At SEEK we offer:

• Annual Performance Bonus Plan
• Support of flexible working, including a mix of office and work from home days depending on your role.
• Paid and unpaid leave benefits including Personal Flexi Days and Volunteer Days, as well as the opportunity to purchase additional leave
• Support for parents with 14 weeks paid primary carers leave and 2 weeks paid leave for partners
• The opportunity to work from anywhere for up to 4 weeks per financial year
• SEEKer Support, a confidential service that offers employees up to six sessions with a mental health professional of your choice
• Tailored career development planning (including Education Assistance Program)
• Free income protection insurance
• Access to a wide range of discounts on things such as health insurance, fitness, food, travel, accommodation plus many more
• Frequent events including sports days, annual Christmas party, hackathon, and trivia
• Free kick-start breakfast every morning and fresh fruit available all day in our offices
• Casual dress – every day

At SEEK, we are passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.

We know teams with diverse ideas, experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such, we welcome applications from people with diverse backgrounds and life experiences, especially as they relate to gender, sexual identity, culture, faith, disability and life stages. If you have the skills, curiosity and an adaptable mindset but don't meet every responsibility or qualification listed in this advertisement, please still get in touch with us.

Should you require any specific support or adjustments throughout the recruitment process and beyond, please advise us and we will be happy to assist.

For this role, only those candidates with the eligible right to work will be considered.

SEEK kindly requests no unsolicited resumes or approaches from recruitment agencies and will not be responsible for any associated fees.