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Customer Success Consultant

Position Description

There is never a typical day at Jaaims, but that’s why we love it here! This is an extraordinary opportunity to build a rewarding career in a fast paced and innovative environment, working with a highly collaborative group of individuals where your talents are nurtured in an inclusive culture that values diversity. If you have no respect for the status quo and you’re a round peg in a square hole please read on, this life changing opportunity might be for you!

With our company positioned for rapid growth, we are seeking a Customer Success Consultant to join our customer service team. This role will be very hands on with processes and structures being built around your feedback and input as our company scales. I can assure you that no day will be the same in the beginning, you will be required to think on your feet, have a can do attitude and have a passion for helping others, as at the end of the day that’s why we are here… to support our customers that support us!

Position Title: Customer Success Consultant

Reports To: Client Services Team Leader

Dotted line: Chief Operations Officer

Employment Type: Full-time

Location: Sydney, Australia

Salary Range: AUD$45,000 > AUD$55,000 + Bonus

Key tasks and responsibilities

External

  • Convert leads to customers through initiating customer contact via multiple channels including phone calls, email and online chat.
  • Nurture leads and customers, look for upsell opportunities where possible.
  • Maintain effective customer contact and supporting customers with excellent product and market knowledge.
  • Able to build rapport with customers and interpret their needs and expectations.
  • Be able to respond quickly in a calm manner to our customer requests and problems by providing solution-based outcomes.
  • Ability to problem solve effectively and working with our customers in finding resolutions that benefit the customer as well as the business.

Internal

  • Contribute to a positive, cohesive and high-performing team.
  • Able to adhere to strict compliance policies in line with our financial services obligations.
  • Demonstrate responsiveness and ability to cope in a fast paced, rapidly changing environment.
  • Effectively log call information in company CRM with diligence and detail.
  • Collaborate with other business units to achieve company goals within a cross-functional organisation.
  • Provide continuous feedback to management about the role, our customers and suggest ways to improve our customer service department.
  • Provide reports to management when required. 

Accountability & Performance Measures

  • Deliver quality customer service as measured monthly by the Management team.
  • Achieve call wait time and customer satisfaction (NPS) targets on a regular basis.
  • Meet sales conversion and acquisition targets.
  • Ability to work co-operatively in a team environment to achieve company goals. 

Qualifications, Aptitude & Knowledge

  • The successful candidate shall be an energetic, effective, self-starter with strong verbal and written communication skills who is able to excel in a high-pressure environment.
  • Microsoft Office skills and high-level computer literacy.
  • Excellent communication and listening skills (written and oral).
  • Proven ability to hit targets on a regular basis.
  • Experience in the financial services sector highly regarded but not essential.
  • Be resourceful and have the ability to work both within a team and independently under pressure.

Location, hours and travel

  • Limited travel if any required.
  • Full-time employment hours apply.
  • This is an office based role (Our office is brand new)

Please apply via Seek with your cover letter and current CV: https://www.seek.com.au/job/54756202

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