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Client Success Specialist

A2B Australia

A2B Australia

Customer Service
Sydney, NSW, Australia
Posted on Wednesday, September 6, 2023

06th September, 2023

The Role:

Our Cabcharge Corporate Solutions business unit is a team of passionate, entrepreneurial and client-focused members with expertise in providing impactful business solutions to over 80% of the ASX 200 list, and tens of thousands of small and medium sized businesses in Australia. The Cabcharge Corporate team is a critical growth engine for A2B Australia and keen to scale existing capabilities and tackle greenfield opportunities. As part of the broader business unit, you will have multiple options to craft your career path across
Customer Success, Sales and Operations teams within the business unit.

In the role of the Client Success Specialist, you will be responsible for delivering the best customer experience possible for our customers who interact with our support channels. Your work will involve onboarding customers, answering product and process questions, driving adoption of digital products and online help. Your performance benchmark include service
level KPIs, customer satisfaction scores and customer retention goals.

Roles and Responsibilities:

● Respond to client requests across phone and email support channels efficiently and within set timeframes and SLA
● Drive customer engagement with the product & maximise the value they can gain from the Cabcharge mobility platform and payment solutions
● Execute seamlessly across multiple workflows and functional areas such as product order processing, digital products issuance, disputes & reconciliation
● Advocate for customer needs and feedback by leading workstreams and initiatives across teams to perform deep-dives and identify solutions,
● Able to identify process improvement opportunities and product knowledge gaps within team and work with management team to address these areas effectively
● Meet productivity metrics and quality standards in client engagement

Qualifications:

● Bachelor’s degree
● Minimum 1-2 years' experience in a customer service role across phone and email channels
● Exceptional business communication skills - over phone, email and in-person
● Ability to work in a team environment and collaborate with cross functional teams
● Ability to thrive in a role that is process-driven, and requires attention to detail
● Prior experience with CRM tools, Office 365 suite preferred

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