Customer Service Representative at Hipages

Service, Sydney sydney support
Posted a month ago

hi, we’re hipages Group.

We create effortless solutions that help tradies streamline and grow their businesses and delight their customers. The two products in the group are hipages, Australia's largest online tradie marketplace, where our team gets to help shape the on-demand tradie economy and Tradiecore, a SAAS product helping tradies optimise their businesses. 

Over 3 million Australians have used hipages where a home improvement job is posted every 20 seconds! Our purpose of transforming the trade industry, creating better lives for everyone drives our curious, creative and energised team to achieve this.

Your Challenge:

As a Senior Customer Support Representative you will play a key part in managing client enquiries, particularly escalations, and ensuring all client needs are met in a professional, friendly and timely manner. You’ll be joining a high performing team who collaborate effectively with all other departments within the business.

Key Responsibilities:

  • Delivering an exceptional customer experience to all clients.
  • Acting as the primary contact for inbound call escalations stemming from Level 1 and Level 2 Support Teams.
  • Handling customer complaints and focusing on first call resolution.
  • Understanding client concerns and working towards maintaining and developing client relationships.
  • Vast product knowledge across multiple product suites.

You bring:

You take responsibility for delivering high quality customer service by understanding the customer perspective and their needs. You collaborate internally to ensure customer outcomes are met and you implement tailored solutions to meet client needs. 

You are able to positively negotiate by clearly articulating your opinions based on facts, present resolutions where required, respect the views of the customer and ensure your opinions are underpinned by compliance and legislation. You ensure that the customer has a positive experience when facing adversity, addressing problems quickly and doing everything with a smile!

Your CV:

  • Experience working in an office customer support service role
  • Excellent written and verbal communication in a calm and composed manner
  • Ability to think on your feet and problem solve in a fast paced environment
  • Experienced in delivering exceptional customer experience to all clients
  • Understand client needs and implement a proactive approach to customer support
  • Conflict resolution experience is a must
  • High emotional intelligence and resilience
  • Understand client needs and implement a proactive approach to customer support

Take a look inside our home:

  • A close-knit diverse family of bright, respectful, collaborative members who love to solve problems and jump on new opportunities
  • High-touch personalised investment in your continuous career development
  • Agile cross-functional teams who value teamwork - from Hackathon to team off-sites, to Product roadshows, you get to experience it all
  • Competitive salary and benefits, plus equity via our Employee Share Program, we’re all owners of hipages and other great perks such as 14 weeks paid parental leave
  • Daily bottomless continental breakfast, fresh fruit and snacks
  • Inspiring office and location - based in the heart of Sydney CBD, only a few steps from Town Hall Station
  • Remote work and flexible work (50/50) hybrid model
  • Social connection focus: Friday socials, company parties and teaming activities - the best in town!

Sounds like you're home? Apply Now!

Innovation & Collaboration: are two important core values at hipages which both cannot be achieved successfully without a diverse and inclusive team. We don't expect you to be an expert in all areas and we are more interested in learning about you as a person, a team member and a leader.

Research shows that while men apply for jobs when they meet an average of 60% of the criteria, women and other minority groups tend to only apply when they check every box. So if you don't tick every single box above, but you think you would be a great fit for the role we encourage you to apply, we would LOVE to hear from you!