CUSTOMER SUPPORT REPRESENTATIVE

The Role: 
The Member Support Representative is a fast-paced role that will see you working within the Member Support Team for our client, a dynamic and entrepreneurial Australian business in the golfing industry. The role is responsible for responding to customer service and sales enquiries via email, while occasionally supporting other channels, like social media messaging. Requiring impeccable writing skills for communication with customers and strong verbal communication skills for communicating with team members, the role also offers scope for growth.

Main Responsibilities:

• Triage customer enquiry tickets in ZenDesk, to ensure they are properly categorised and assigned to the appropriate queue
• Respond to assigned tickets within target Service Level Agreement (SLA) encompassing:
  • Technical support requests relating to sign-up, accessing the web or mobile app or redeeming entitlements
  • General enquiries relating to features and benefits of the product, marketing offers and discounts
  • Renewal enquiries and payment related issues
  • Attempting to win back customers wanting to cancel their membership

 

The Person:

The right person for the role is a highly trustworthy individual, who can work in a fast-paced environment. Your impeccable written communications skills will allow you to quickly learn and adapt, ensuring communication with customers is always on-brand. You can work autonomously and problem solve but know when to seek support. You have a high level of attention to detail and strong time management skills, enabling you to deal with high volumes of customer enquiries with great accuracy and quality.

 

Essential Skills & Experience: 

 

• Experience in Customer Service roles using textual channels (e.g. email, messaging, webchat etc.)
• Impeccable written communication skills
• Strong verbal communication skills
• Ability to multi-task and time manage
• Experience responding to high volumes of interactions with a high degree of quality 

Desirable Skills & Experience:

 

• Experience working in the Golfing or a sporting industry
• WordPress
• Stripe 
• Google Suite
• Slack