Customer Support at Brighte

Customer Experience, Casual, Sydney, NSW sydney support casual
Description
Posted 25 days ago

Brighter Together

At Brighte, we believe every Australian deserves access to a sustainable and comfortable home. How do we help Australian’s achieve this? We build innovative mobile and web platforms, responsible and seamless financial solutions, and relationships with customers and vendors that last. Our addressable market is massive and rooted in a positive mission that empowers Australian’s and the growing and critically important sustainability market. 

We have been recognised for our incredible work in diversity and inclusion and have a leadership team that is passionate about building a high-performing culture where people feel a sense of belonging. If you’re keen to work for a mission-driven company, with smart people who live and breathe Brighte’s values, have a read below.

The Customer Support Specialist role demands a versatile customer-centric advocate to join our growing customer support team The primary role of a Customer Support Specialist is to respond and assist customer and vendor requests and inquiries via phone, email and/or chat in an efficient and professional manner to ensure customer satisfaction. This frontline role will focus on engagement and solutions-oriented thinking to drive the best outcomes and overall experience for our customers.

What You'll Do

  • Wear many hats to accomplish a singular goal, providing our customer with a best in class experience
  • Handle each customer interaction via multiple channels phone, email and/or chat in accordance with company policies, guidelines and procedures
  • Put in the extra effort to engage customers, listen to customer complaints or concerns and work to resolve their issues
  • Responsible for accurately updating customer records after each interaction
  • Assisting customers in taking over the phone applications
  • Assist on handling escalated calls from across all areas; handling Level 1 complaints and complex problems posed by our customers
  • Assist Operations team and greater business through regular knowledge sharing
  • Advise Support Manager and key stakeholders of customer service trends and assist with proactive strategies to ensure customer satisfaction
  • Proactively identify process, system gaps and work with your team and key stakeholders to develop possible solutions and improvements
  • Drive the increase in the efficiency and accuracy of our processes
  • Perform any other contact centre duties as directed
  • Consistently meet your team and individual measures of success
  • Who You Are

  • Aligned to Brighte’s Values which are Deserve the Customer, Brighter Together, Call the Ball, Be Human and Think Big Stay Green
  • A team player with excellent written and verbal communication and interpersonal skills
  • Be agile and have a strong willingness to accept and embrace change
  • A passion for customer service alongside strong judgement, logical thinking to obtain the best outcome for the customer and the business
  • Have an innovative approach with a focus on continuous process improvement
  • Able to work autonomously
  • Open, honest, respectful, and trustworthy
  • Organised and proactive; Get up and go attitude
  • Demonstrate high integrity
  • Sound Computer skills, past experience with CRM a plus
  • Able to work 20+ hours a week on a rotating roster
  • Why Brighte

  • Employee Share Options. We want to build a successful company which means sharing the potential upside together.
  • Flexible working. It's all about balance so feel free to work from home when you need to.
  • Generous Parental Leave Policy. We couldn't get where we are today without our families.
  • Diversity and Inclusion. Winning Best Workplace Diversity award at the 2020 Finnies.
  • Employee Assistance Program. For confidential financial, work, relationship, or wellbeing support. 
  • Recognition and Reward Brighte Stars program. We drive a culture of recognition and celebration by shining a light on our accomplishments and everyday victories.
  • Nutritious food. A well-stocked pantry including free breakfast, daily fresh fruit, espresso coffee, yoghurt, Tim Tams and many more snacks to make work feel a little more like home. We've also got kombucha, beer, and wine on tap.
  • End-of-Trip Facilities. Cycle in to work, lock up your wheels, and have a shower in our end of trip facilities with towel service and hair dryers.
  • We’re a high performing team and proud to be backed by investors who believe in our mission and the opportunity we have ahead of us. Airtree Ventures, Mike Cannon-Brookes’ Grok Investments, Kim Jackson and Scott Farquhar’s Skip Capital as well as Qualgro Partners continue to help us scale our teams and products. 

    We’re recognised as one of Australia’s leading fintech companies, having been ranked the 6th fastest growing Technology Business in Australia in the Deloitte Fast 50/500 (2020) and winning the inaugural Finder Green Award (2020). We’ve also been recognised as a leading FinTech by the Australian Financial Review, Fintech Business Awards and KPMG.