About the Role
We are looking for a talented Customer Support Consultant to join our Marketing & Customer Experience Team and be responsible for providing support to all customers by promptly responding to queries and concerns in a skilled manner.
The role represents the business and our digital product offering as the first line of support for teachers, students, trade partners and sales consultants.
Key Responsibilities
Customer Support
Respond to internal and external customer queries within KPI
Answer first line digital support enquiries by phone and email
All data entry to be keyed within KPI
Process credit card payments for all cash sale & staff orders
All in house tasks are completed to schedule
Contribute to continuous improvement within the role and suggest process improvements and better ways of working
Be the voice of the customers, advocate for product improvement and customer experience
Collaborate and problem-solve effectively within a high performing team
Send information about customer calls to sales teams
Provide customer feedback to sales teams
Maintain customer records in the CRM and in SAP
Provide customers information on their current trading terms
Data Administration
Assist with data clean-up work for both SAP and the CRM outside of peak times
Assist with export shipping duties as required
Assist the warehouse by investigating problem returns




Perform data entry or clean up tasks for other departments outside of peak times
About You
Exceptional interpersonal skills, including strong customer service fundamentals and experience in a customer service or similar role
Ability to problem solve and troubleshoot, think problem through methodically and respond calmly under time pressure
Demonstrated ability to engage with other stakeholders and departments within the business to get the best outcome for the customer
Ability to critique processes, offer creative solutions and commit to continuous improvement of the team
An understanding of the education and/or publishing industry in Australia
Experience working Zendesk, SAP, Salesforce, Microsoft 365 Suite
Highly flexible working environment
Two work-from-home days per week and rostered Friday afternoons off (fortnightly)
Access to contemporary offices and facilities close to Southern Cross Station
Varied learning and development opportunities
The opportunity to support Skyline Education Foundation through our Workplace Giving Program
Comprehensive wellbeing program, including an EAP available to you and your family
Other enterprise level benefits including Long Service Leave at 5 years, 2 days of paid Volunteering Leave and Study Leave per year and more
If you possess the right skills for this role and want to join our hardworking and motivated team, please submit your cover letter and full resume, in one PDF.
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📌 Customer Support Consultant (Melbourne)
🏢 Oxford University Press
📍 Melbourne