Job Description
About the Role n
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 professional 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 n
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Respond to internal and external customer queries within KPI
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Answer first line digital support enquiries by phone and email
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All data entry to be keyed within KPI
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Process credit card payments for all cash sale & staff orders
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All in house tasks are completed to schedule
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Contribute to continuous improvement within the role and suggest process improvements and better ways of working
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Be the voice of the customers, advocate for product improvement and customer experience
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Collaborate and problem-solve effectively within a high performing team
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Send information about customer calls to sales teams
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Provide customer feedback to sales teams
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Maintain customer records in the CRM and in SAP
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Provide customers information on their current trading terms
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Data Administration n
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Assist with data clean-up work for both SAP and the CRM outside of peak times
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Assist with export shipping duties as required
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Assist the warehouse by investigating problem returns
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Perform data entry or clean up tasks for other departments outside of peak times
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About You n
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Exceptional interpersonal skills, including strong customer service fundamentals and experience in a customer service or similar role
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Ability to problem solve and troubleshoot, think problem through methodically and respond calmly under time pressure
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Demonstrated ability to engage with other stakeholders and departments within the business to get the best outcome for the customer
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Ability to critique processes, offer creative solutions and commit to continuous improvement of the team
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An understanding of the education and/or publishing industry in Australia
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Experience working Zendesk, SAP, Salesforce, Microsoft 365 Suite
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Highly flexible working environment
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Two work-from-home days per week and rostered Friday afternoons off (fortnightly)
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Access to contemporary offices and facilities close to Southern Cross Station
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Varied learning and development opportunities
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The opportunity to support Skyline Education Foundation through our Workplace Giving Program
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Comprehensive wellbeing program, including an EAP available to you and your family
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Other enterprise level advantages including Long Service Leave at 5 years, 2 days of paid Volunteering Leave and Study Leave per year and more
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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