Customer Success Coordinator at Xplor

Computer Software, Customer Service, Full-time, Brisbane, Queensland, Australia brisbane support full-time
Description
Posted 1 months ago

Have you found your true calling in childcare education and like the idea of contributing your knowledge of the industry to help shape software to better suit owners, educators and admins? Do you want to make education great but are tired of the tedious admin work that keeps you away from the things that really matter?

We’re growing our team and looking for a Customer Success Coordinator to be at the forefront of making a change to the industry and to help us maintain healthy relationships with our existing customers.

Who we are?

Xplor and QK Technologies have recently joined forces to become an international team of over 160 people hailing from offices in Melbourne, Brisbane and London. Being part of the TSG Group and their Education vertical, both our brands share the passion for education and innovative technology and want to support those who make it great.

Our product suite is changing education by helping childcare services and educators easily manage and automate all aspects of their operations, as well as by connecting parents with their children's well-being and growth.

What will I be doing as a Customer Success Coordinator?

Our Customer Success team helps our customers become successful through the use of our platform, ensuring retention and customer happiness. The Coordinator role provides support to the wider team by assigning tickets, answering customer enquiries, and the following day to day tasks:

  • You'll be a proactive member of your team advocating customer needs internally, owning their challenges and working on ways to prevent them from recurring
  • You'll provide the initial response to tickets and assign incoming tickets to the team depending on the level of complexity and issue
  • You'll respond to enquiries via phone, chat and email and work to ensure every enquiry is answered in accordance with our SLAs
  • You'll handle dissatisfied customers in a polite and professional fashion
  • You'll maintain broad knowledge of all company products, services, and promotions
  • You'll support the implementation of systems improvement initiatives and the introduction and roll-out of new technologies
  • You'll monitor the performance of systems and assist with the identification of potential issues

Requirements

What would make me a good candidate?

We are looking for positive, self-motivated people that are eager to learn. We also look for the following attributes and experience in our Customer Success team members:

  • You have a background in (early) childcare education or/and exposure to CCS software (e.g. QikKids)
  • You have previous experience in a customer-facing position
  • Having a strong understanding of how a childcare centre runs would be a massive plus
  • You bring excellent customer services skills, demonstrated daily by being friendly, helpful, and empathetic
  • You have excellent written and verbal English skills as well as a confident phone manner and active listening skills
  • You're able to multi-task, prioritise, and manage time effectively
  • You show awareness of your own strengths and areas for growth, and a desire to develop and apply new skills
  • You're motivated by a fast-paced environment where you will have to constantly adapt - no two days are the same!
  • True team players that understand we all have to sometimes roll up our sleeves and pitch in
  • Our core values resonate with you: Be Humble, Obsess Over Customers, Think Deeply Move Quickly, and Embrace Change
  • Be an Australian citizen or have eligibility and documentation demonstrating your right to work in Australia

Benefits

What it means to work for us

You get to be a part of redefining the education sector and have a chance to make a real impact every single day you come to work. Some of the other perks of working with us:

  • Unparalleled opportunities to learn, with accelerated career development for high performers
  • A collaborative, flat structured team environment with people who truly love what they do
  • Regular social activities and celebrations
  • 10 weeks Gender Neutral Paid Parental Leave benefit
  • 3 days paid Volunteer Leave per year
  • $1500 individual yearly L&D budget
  • Childcare discounts, mental health support
  • Flexible work arrangements, including remote working from anywhere in the world for 8 weeks per year for all roles
  • Discounts to study an MBA in Innovation and Leadership
  • Discounts on tech from Apple and JB Hi-Fi

Sheryl Sandberg once said, “If you're offered a seat on a rocket ship, don't ask what seat! Just get on.” We couldn't agree more. So, are you ready to get on board?

To start your application with us, please submit your CV and a cover letter and we will be in touch as soon as we can. Please include the word "makeedugreat" at the top of your cover letter so that we know you really took the time to read our job ad. Your contact is Stefan Welack.

Individuals seeking employment at our company are considered without regards to race, colour, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

Please also note that successful candidates will be required to obtain a Working With Children Check as part of their employment.