Customer Support Specialist at Flare HR

Customer Experience, Sydney, New South Wales sydney support
Description
Posted 15 days ago

We are looking for an experienced and ambitious Customer Support Specialist to join our growing Customer Experience team!

As a Customer Support Specialist, you will deeply care for our customers and their business needs. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust by exerting a great deal of knowledge, empathy and professionalism.

You are people-orientated and adaptable, with outstanding problem-solving skills. Being a constant point of contact for customers, you have the opportunity to create and/or completely transform a customer’s experience with our company. For this reason, it is integral that you are friendly and well-informed in your approach.

If you are a go-getter with a proven track record of executing in a fast-paced environment, we have the perfect job for you!

To be successful in this role you'll:

  • Be 110% Customer Obsessed
  • Have a passion for helping others
  • Have strong written and verbal communication skills
  • Possess confidence in communication
  • Have an ability to multitask, prioritise and manage time effectively
  • Have an ability to retain and recall important information
  • Have capacity to work independently and proactively
  • Have a high aptitude for following communication guidelines, procedures and policies
  • Be proactive and continuously striving for operational excellence -- someone that knows they have the opportunity to positively impact Flare and our customers and takes the opportunity to do so

What your day-to-day looks like: 

  • Take ownership of escalated requests across Flare, challenging yourself to solve the most complicated and interesting problems our users face
  • Practice empathy to frustrated users and turn their negative
  • Responding to customers via phone or email and staying within SLA
  • Problem solve new and unique issues, answering detailed product related questions or problems
  • Handling complaints and providing appropriate solutions to them
  • Immediately escalating any bugs or outages

What You Bring To The Table

In addition to being awesome, down to earth, having a great sense of humour, and a strong desire to continually master your craft, you also bring:

  • Proven track record of working in a customer facing role, in a fast-paced environment
  • 2+ years customer success, customer experience or account management experience in a SaaS company
  • Strong communication skills
  • Experience building relationships with customers
  • Ability to positively influence others to achieve the best outcomes for Flare and its customers
  • Comfortable working in a fast-paced, changing environment -- we wear many hats in a dynamic environment
  • Empathy and consideration for all ideas and suggestions when deriving the best solutions and outcomes for customers

About Flare

Flare is a Sydney-based fintech. We build market-leading onboarding, benefits and employee engagement solutions for the workplace, and financial products designed to help Australians live their best financial lives. Over 2500 companies use Flare’s technology to save time, build culture and improve employee retention for their 650,000 workers. Employees can access these solutions through Flare and most leading HR and payroll platforms, and directly through Slate, an innovative workplace financial services brand that helps Australians plan for a secure future.

*Eligibility to apply: this role is currently open to Australian citizens or Australian Permanent Residents residing in Australia*