Customer Success (Service) Associate

As a Customer Success Associate you will be responsible for the day-to-day support of our customers to ensure that they are able to fully benefit from the power of Zellers suite of tools and services. This position will be responsible for delivering outstanding customer service to Zellers customers who operate outside of standard business hours. You will be a part of a small and passionate team, and be nimble and driven to deliver a better experience for Australian businesses. You will need to be empathetic to business pain points, understand the perspective of the customer, and be comfortable communicating across multiple channels which include phone and email. Your day-to-day engagement with our customers will be across technical support and general inquiry resolution. You will work alongside an Australian based team, and be responsible for a seamless transition in operations and customer service. Youll also help identify customer trends, needs and preferences to ensure that these are considered with our Product teams to build relevant features and products. Role responsibilities: Knowledge, Support and Operations

• Supporting out-of-hours, day-to-day engagement with Zellers customer base via phone and email, covering:
  • Technical support, ranging from hardware and software assistance to account configuration and management.
  • Escalations between operational functions such as the Risk and Compliance teams, and Finance Operations.
  • Internal support to other Customer Success Team members to help resolve issues quickly for customers.
  • Becoming the subject matter expert and establishing the functions center of excellence for product usage and support knowledge.
  • Hardware fulfillment handling and supply chain support.
  • Handover to enable seamless support for Zellers customers.
  • Escalation of urgent/priority cases onshore during out-of-hours operations.

  Continuous Improvement:

  • Product and service defect escalations to Engineering.
  • Product improvement advice and feature request feedback across:
    • Functionality
    • CX/UX
    • Public web and funnel leakage identification.
  • Continuous improvement of the support operating model, including systems, data, processes, and people.

  Attributes:

  • Passionate about customer experience and problem-solving.
  • Ability to work autonomously yet collaboratively.