60d ago

Customer Experience Specialist

Fresha

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Estimated
~ $60,000
Work type
Full Time
Contract type
Permanent
How this job matches you
% match
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Market insights based on all Customer Experience Specialist jobs in Sydney NSW
Estimated range
$40k - $60k
Market average
$70k
$70k
Market average
$54k
$131k
Skills
MICROSOFT EXCEL
WRITTEN AND VERBAL
Perks & benefits
Spa

Full job description

We’re seeking experienced and enthusiastic Customer Experience/Success professionals to support, consult and delight users of our software products around the globe; Fresha, our award-winning business software and marketplace for Salons and Spas.

We are a global startup with Head Quarters in London and growing teams across Europe, USA, Australia, Canada, New Zealand, Ireland and Dubai. We're now expanding our presence in Sydney, Australia. Our high-traffic booking platforms have quickly become a game-changing industry leader, with over 40,000 partners in over 120 countries. Our system processes millions of customer appointments monthly, with thousands of active users at any time.

This is a full-time, Sydney based role as our newest Customer Experience Specialist who will have the opportunity to be part of our growing Australasian team.

If you are the kind of person that is always brings energy to your remote coworkers and clients, you are an English native speaker and you have a previous experience in Marketplace/SaaS or in the Beauty and Spa industry, and want to work in an innovative, ambitious and creative environment, working with the best clients and the best Beauty and Spa solutions, let's talk!

Requirements

You have:

  • Previous experience in a Customer Success, Support and/or Account Management role within a B2B SaaS company
  • Experience in providing world class support publicly through social media channels as well as direct messaging, email & phone support
  • Proven success in building strong client relationships
  • A passion to truly contribute and make a difference to the customer’s experience
  • Ability to self-organize, take initiative and work well individually as well as within team
  • Experience with supporting users of software or technology products
  • A keen interest in the Beauty and Wellness industry
  • A desire to join a fast-paced, agile work environment at a rapidly growing startup
  • Positive and empathic personality, a people person who genuinely enjoys consulting small/medium businesses
  • Strong native English communication skills, both written and verbal

Nice to have:

  • Fluency in written and spoken French, Italian, German, Portuguese or Spanish
  • Experience using Zendesk and raising technical bugs,
  • Experience with Microsoft Excel.

What you will do:

  • Maintain the delivery of a world-class service to our clients, ensuring speed and quality in every interaction
  • Guiding and assisting prospective customers to become active users of our services
  • Be the support champion of Fresha to our global customer base via email, social media, and outbound phone
  • Track and categorize customer feature requests and support queries
  • Take initiative to suggest ideas on how to improve and streamline internal processes

Benefits

Why us?

  • We are a fast-growing, award winning, young company
  • WeWork office space provided with options to work remotely
  • Passionate, determined and creative team in a fun, startup-based working environment
  • Be one of the first on the ground in Australia to represent the fastest growing start up in the beauty and wellness sector

If you feel this job ad describes the company you want to work for, don't hesitate. We would love to speak with you. Team members who demonstrate exceptional results are rewarded with a fast-track career.

Job details
Date posted
28 Nov 2020
Category
Customer Service & Call Centre
Occupation
Contact & Call Centre
Estimated
~ $60,000
Contract type
Permanent
Work type
Full Time
Job mode
Standard/Business Hours
Work Authorisation
Australian Citizen/Permanent Resident

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