Customer Support Specialist

Company Description

About SEEK

SEEK’s portfolio of diverse businesses make a positive impact on a truly global scale. Our purpose is to help people live more fulfilling and productive working lives and help organisations succeed. We create world-class technology solutions to connect more people to relevant employment, education, small business and volunteer opportunities. We have a culture of high-performance in our workplaces and celebrate the diversity of our employees who contribute to the success of our organisation.

Life at SEEK

SEEK’s purpose is at the centre of everything we do. Our SEEK, which defines the way we work, is all about what makes us unique and a little bit different. Passion, Team, Delivery and Future are our principles that drive innovation and creativity. SEEK strives to support employee wellbeing by providing an amazing experience at work which led us to being named AFR BOSS Top 10 Best Places to Work in Technology (2021-2024). We are proud to work in an environment that's inclusive where everyone's unique ideas, experiences and perspectives are valued.

Our award-winning head office in Cremorne (just a 4 min walk from Richmond station) provides an exceptional space to collaborate with colleagues. The building provides sweeping views of the city, a games area, sit and stand desks at every workstation, modern end-of-trip facilities and Thursday night drinks which gives our people an opportunity to connect in a social setting.

Job Description

The role of the Clients Support Coordinator is to work in partnership with the Senior Account Managers in order to
deliver an outstanding customer experience to a portfolio of SEEK’s clients. The Client Support Coordinator acts as an advocate for our clients, provides day to day customer support and pro-actively maintains a close working
relationship with all key stakeholders. The Client Support Coordinator will also identify opportunities to enhance
the customer experience and work closely with internal stakeholders to drive these changes.

• Working within agreed work processes, to agreed SLA’s
• Regular communication with assigned Account Managers
• Work closely with & build strong relationships with internal stakeholders in identifying opportunities to enhance the customer experience
• Delivering on reporting requirements for our clients
• Effective prioritisation of work
• High attention to detail
• Proactive management of relationships within account portfolio to ensure that all clients receive excellent customer service
• Covering for the Client Support team members when unavailable
• Agree the frequency of client reports and ensure that they are completed and sent to clients on time
• Ensuring that when new client contracts are set up all new products are set up correctly for the customer and any new product training is required.
• Troubleshooting Finance queries
• Resolve any 3PU issues in a timely and effective manner
• Assist with branding campaign activities
• Selling, Booking and administration of Premium Listings and management of communications to the client throughout the process.

Qualifications

Essential Skills, Experience and Competencies

• Strong problem resolution skills and an ability remain calm under pressure
• Good time management, prioritisation and follow-up skills, including, the ability to effectively balance quality and quantity of output as well as appropriate delegation
• Excellent computer and internet skills, especially Microsoft Office (particularly Excel) and Email
• An ability to meet deadlines in a fast paced environment
• Demonstrated ability to effectively resolve customer issues/ complaints, including, patience
• Strong written and oral communication skills
• High levels of initiative, including, the ability to think beyond the square
• Good team player including the demonstrated ability to contribute to and foster a positive team environment
• Excellent knowledge and experience of the SEEK products and services
• Excellent knowledge of SEEK processes
• Previous record of delivering exceptional service to clients

Desirable Skills, Experience and Qualifications

• SAP experience would be highly regarded

Additional Information

Permanent Perks
At SEEK we offer:

• Annual Performance Bonus Plan
• Support of flexible working, including a mix of office and work from home days depending on your role.
• Paid and unpaid leave benefits including Personal Flexi Days and Volunteer Days, as well as the opportunity to purchase additional leave
• Support for parents with 14 weeks paid primary carers leave and 2 weeks paid leave for partners
• The opportunity to work from anywhere for up to 4 weeks per financial year
• SEEKer Support, a confidential service that offers employees up to six sessions with a mental health professional of your choice
• Tailored career development planning (including Education Assistance Program)
• Free income protection insurance
• Access to a wide range of discounts on things such as health insurance, fitness, food, travel, accommodation plus many more
• Frequent events including sports days, annual Christmas party, hackathon, and trivia
• Free kick-start breakfast every morning and fresh fruit available all day in our offices
• Casual dress – every day

At SEEK, we are passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.

We know teams with diverse ideas, experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such, we welcome applications from people with diverse backgrounds and life experiences, especially as they relate to gender, sexual identity, culture, faith, disability and life stages. If you have the skills, curiosity and an adaptable mindset but don't meet every responsibility or qualification listed in this advertisement, please still get in touch with us.

Should you require any specific support or adjustments throughout the recruitment process and beyond, please advise us and we will be happy to assist.

For this role, only those candidates with the eligible right to work will be considered.

SEEK kindly requests no unsolicited resumes or approaches from recruitment agencies and will not be responsible for any associated fees.