About the role

As a Customer Success Specialist, you will be the first point of contact for customers, helping them with enquiries, orders, subscriptions, and purchases through the Standards Australia store.

You will ensure customer requests are handled accurately, efficiently, and in a timely manner to provide a positive experience and build long-term customer relationships.

You will work closely with customers to resolve issues, answer questions, and provide helpful solutions. The role also involves identifying opportunities to improve customer service processes, recommending improvements, and helping implement initiatives that enhance the overall customer experience.

This position is ideal for someone who enjoys helping people, solving problems, and delivering high-quality customer service while contributing to continuous business improvement. It is essential that the CSS:

• Develops an excellent understanding of the business, its objectives, strategies, and challenges
• Develops effective and cooperative relationships across all teams to support and enable a culture of customer excellence
• Are an exemplar of customer excellence and influences others to embed a customer-centric culture
• Maintains trust, confidence, and appropriate confidentiality

What you’ll do

• Answer incoming phone calls, emails and webform enquiries regarding purchasing products, subscriptions, billing issues, product problems, service questions, issuing quotes and general customer concerns/queries or complaints
• Provides dedicated support to customers engaging with newly launched services and innovations under the FY26–30 strategy “Fit for the Future”, ensuring a seamless onboarding experience, proactive issue resolution, and continuous value delivery.
• 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
• Works collaboratively with others, demonstrates integrity and reliability, supports team success, and maintains a positive, customer-focused attitude.
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