Customer Success Specialist

at  Standards Australia

ABOUT THE ROLE

The Customer Success Specialist is primarily responsible for delivering an excellent customer experience for all Standards Australia’s customers who interact with the customer success team.
This role focuses on ensuring that all customer service, SA store, subscription customers are actioned, processed, recorded accurately and promptly to promote customer loyalty.
You will exceed customer expectations through a proactive approach to problem-solving, analysing and planning ways to ensure customer excellence by reviewing processes and implementing initiatives that exceed customer expectations.

WHAT YOU’LL DO

• Answer incoming phone calls, emails and webform enquiries regarding purchasing products, billing issues, product problems, service questions and general customer concerns/queries or complaints
• Responsible for maintaining a high level of professionalism with both customers, internal & external
• Updating customer information in the CRM database during and after each customer interaction
• Communicating real-time feedback from customers, their needs and business requirements to Customer Success Manager and internal customers
• Optimal usage of available technologies and systems to simplify work processes through all channels of communication
• Reviews knowledge base content regularly and suggests improvements based on customer feedback to enhance support tool to enable a customer-centric approach
• Collaborates with colleagues across the business to grow and nurture relationships that enable the department to provide excellent customer service
• Championing and extracting value from Standard Australia’s IP assets through proactive and reactive licensing and copyright arrangements
• Driving retention, growth, and customer satisfaction of store subscription customers through relationship building and understanding of customer usage needs and potential needs
• Responsible for implementing best practice copyright licensing including quote management and customer service