As aClient Support Specialist , you will play an instrumental role in executing our strategic objectives of establishing ourselves as a top-tier provider of integrity risk services in Australia. This position acts as a crucial ‘front line’ contact point, delivering our distinguished Speak Up Integrity Hotline programs to our clients. Our work environment is dynamic, and fast-paced, and requires someone who can manage multiple tasks simultaneously, with exceptional attention to detail. The role demands the provision of a first-class experience to everyone you interact with, ensuring we deliver on our promise of a best-in-class Speak Up and Whistleblower program.
Job Details:
Work from home Monday to Friday | 9 AM to 6 PM (Sydney time) *Following the Australian holidays *1-2 weeks shutdown period towards the end of the year
Responsibilities:
Client Support: Monitor and respond to client support requests received at our Core Support Email address. Track each request on the Client Support dashboard, ensuring our platform provider, ClearviewConnects, responds promptly.
Implementation Projects: Support the implementation of Speak Up Integrity Hotline projects by attending initial meetings, preparing, and issuing our standard requirements form to the client.
Client Quarterly Business Reviews (CBRs): Schedule and prepare for CBRs, creating PowerPoint presentations and taking meeting notes, ensuring all actions are agreed upon with the Director.
CRM Maintenance: Update client details and contacts on our CRM platform, Zoho, and set up potential client deals.
Invoice Management: Set up Invoice Alerts in Xero and ensure invoices are approved by the Director.
Presentation Preparation: Prepare presentation slide decks for business development or client meetings using standard packs.
Task Management: Prepare and monitor task lists on Asana (or Zoho), providing progress updates to the Director.
Client Meetings: Schedule and accompany the Director to client meetings, take notes, confirm actions, and update CRM with meeting notes.
Speak Up Reports: Respond to reports received via email and in ClearviewConnects, adhering to our Standard Operating Procedures (SOPs).
Customer Service: Deliver a 'wow' customer service experience, displaying empathy, patience, and understanding with all clients.
Professional Development: Maintain professional development and contribute positively to the company's Planning Framework, contributing to our Annual Priorities, Quarterly TOPs, Weekly Goals, and Daily Huddles.
Qualifications:
At least 3 years of experience in customer service Demonstrated integrity and professionalism in all aspects of work. Proven track record of operational excellence, with high-quality work produced in a timely manner. Experience in contributing positively to team culture, demonstrating a sound understanding of 'team.' Demonstrated ability to collaborate with others to achieve individual and group goals. Prior experience in a fast-paced customer service environment. Proficiency in Microsoft Office Suite. Experience with Asana and Zoho is a considerable advantage. Strong attention to detail and the ability to switch between tasks effectively. Excellent time management skills and a proven ability to multitask effectively. Strong verbal and written communication skills, with the ability to effectively communicate with clients. Self-driven with a sense of personal accountability for outcomes.