Customer Experience & Admin Consultant at EstimateOne

Computer Software, Customer Service, Full-time, Richmond, Victoria, Australia support full-time
Description
Posted 14 days ago

About us

EstimateOne is a team of 70 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. 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.

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.

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.

Applying for the role

We're keen to hear more about you, your experience and what you can bring to this role.

All applications must include a cover letter that responds to the following;

  • 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 training or feedback purposes.
  • Describe how you have advocated for customers in the past when their needs weren't being met?

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, are well organised, have 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.

Connect with the following? This may be the role for you.

  • Past experience or knowledge of the construction industry (not a hard requirement)? Talk to us.
  • Passionate about delivering great customer service and experienced in answering the phone with eager enthusiasm? Talk to us.
  • Seasoned in understanding customers and their needs to quickly build empathy and rapport? Talk to us.
  • Have the confidence to be a customer champion, advocating for their needs? Talk to us.
  • Driven to exceed expectations, as well as the role itself? Talk to us.
  • Have a genuine motivation to bring your A-game so that we can succeed together as a team? Talk to us.

Requirements

  • You'll need to be a great communicator and a fluent English speaker
  • You'll need to be legally eligible to work in Australia and based in Melbourne
  • You will be required to work Monday to Friday and rotate through the following shifts:
    • 7am to 3pm
    • 9am to 5pm
    • 9.30am to 5.30pm

Benefits

We offer a number of benefits that aren’t just limited to working with a 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.

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:

https://estimateone.com/nuts-bolts