Customer Experience & Admin Consultant at EstimateOne

Computer Software, Customer Service, Full-time, Richmond, Victoria, Australia support full-time
Description
Posted 21 days ago

If you're super customer focussed and get a real kick out of helping and chatting to people over the phone, then this is the role for you!

About us:

EstimateOne is a team of 65 people (and growing) with a mission to better connect the commercial construction industry in Australia and abroad. We want to enable people to do more of the things that matter, and less of the things that don’t. With 11 years in the game, we're both a profitable and fast growing business.

We're the market leader in Australia & New Zealand and have recently expanded to the UK as well. Our vision is for our platform to become the industry standard. To do that we'll need to make sure we're unlocking value from what we've already built while also inventing new stuff. It's equal parts optimisation and innovation.

We’ve upped the ante for our Customer Experience (CX) Team this year and need a support champion to help them navigate this exciting time. In addition to supporting our customers, you’ll be working to improve processes for the team itself.


About the role:

What we’re looking for is an ambitious go-getter who’s keen to help ensure the customer experience at EstimateOne is as good as it can be. Your main goal will be to provide outstanding customer service to our subbie, supplier, and builder clients, with a specialisation on the subbie side of things. Here’s a rough breakdown of what your day to day will look like:

  • 35% - Answering and resolving inbound support calls and emails and other operational activities within the CX Team.
  • 35% - Making outbound calls to customers regarding licenses and to provide training
  • 20% - Working with the CX team to set and achieve cycle goals by contributing to defined initiatives.
  • 10% - Collecting and synthesising client feedback and ensuring it is communicated across the organisation.

About you:

Most of your time will be spent interacting with customers either on the phone (inbound support calls, outbound retention calls, product training calls) or via email, so enjoying a chat and a genuine desire to help people is critical. Like in any customer support position, patience and empathy are also key, as you’re often met with customers who have pressing questions and concerns! If you have experience using CRM tools, top-notch communication skills both verbally and written, and are a keen problem solver, even better. Our Customer Experience team is tight-knit and heavily dependent upon each other’s efforts so, above all else, you’ll need to be passionate about giving this role your all.

Requirements

  • You'll need to be able to WFH until we are allowed to return to our office in Richmond, Melbourne.
  • You'll need to work full-time, with a variety of the following shifts: 7am-3pm, 9am-5pm, 9.30am-5.30pm
  • You'll need to be a great communicator and a fluent English speaker.
  • You'll need to be legally eligible to work in Australia.
  • Past experience or knowledge of the construction industry (not a hard requirement)
  • Passionate about delivering great customer service and experienced in answering the phone with eager enthusiasm
  • Seasoned in understanding customers and their needs to quickly build empathy and rapport
  • Have the confidence to be a customer champion, advocating for their needs
  • Driven to exceed expectations, as well as the role itself
  • Have a genuine motivation to bring your A-game so that we can succeed together as a team

Benefits

We offer a number of benefits that aren’t just limited to working with the great team. We offer entrepreneurial leave, volunteer leave, and we invest in your learning by providing each team member with $5k annually to spend on professional development. Oh, and every 7th week we spend half a day doing a fun activity to celebrate the work we’ve done over the 6 weeks of our cycle. The last three activities have been an online cooking class, Funlympics, and online Poker.

If you're interested in joining our team we encourage you to learn more about what it's like to work with us by reading our employee handbook:

http://estmt.one/nuts-bolts

Please share your answers to the following questions as part of your application:

  • What interests you about the role and EstimateOne?
  • Describe your experience with inbound queries from customers via phone and email.
  • Describe your experience with making outbound calls to customers for billing or training purposes.
  • How have you advocated for customers in the past when their needs weren't being met?