Customer Service Consultant
vor 1 Monat
Who are we?So you might ask, who's CreditorWatch? Well, we are a leading Australian data and technology company that provides businesses with access to unique data and innovative products. By using our platform, our customers can confidently manage their commercial relationships, improve productivity and reduce financial risk.As a commercial credit reporting bureau, we offer a complete suite of credit reporting products and data insights covering the entire customer lifecycle, from customer onboarding and credit decision automation to credit risk management and automated collections.We were established in 2010 and most recently were named as one of AFR's Top 10 Best Places to Work as well as certified by Great Place to Work consecutively across 2022 and 2023.We saw significant growth in 2023 and that's not about to change. We are experiencing massive growth this year, scaling at pace, making this the perfect time to join CreditorWatch.Our PurposeEmpower Australian businesses to trade confidently with their customers.Our MissionWe aim to be number one in our industry by delivering unique data insights and innovative products.Your Role & TeamThe Customer Service team focuses on providing support to all CreditorWatch customers which number in the thousands. As a Customer Service Consultant, you are required to support customers with in-bound inquiries via phone, live-chat, and email, spread over different geographies.Additionally, your role will entail out-bound activities to assist online members in unlocking and managing their account. In addition, you will proactively provide suggestions for continuous improvement to team processes, help center management, and ongoing reviews of customer feedback with the goal being to provide the team autonomy and improve the overall customer experience. As part of the role, you will also be handling commercial disputes.This role reports directly into our Customer Service Manager. It is a hybrid working model and our office is Melbourne CBD Based.Our ideal candidateTo be successful in this role, you'll ideally have a couple of years of experience as a Customer Service Agent under your belt. Here at CreditorWatch, our customers come first, so you will have a passion for providing world-class service and driving positive NPS engagement - your communication and active listening skills come second to none. Additionally, you'll have strong problem-solving, dispute handling, time management, and prioritization skills.Recruitment Process – We like to keep it simplePhone Screening – A deep dive into the company, role and experience required, including a thorough review of your match to the role – let's get to know each other and ensure the opportunity is a matchHiring Manager Meeting – This is an opportunity to showcase why your background and skill set aligns to the role and ask questions – be as curious as you wantFunctional Meeting – Let's get technical. Here you'll be set up with a take-home case challenge that is designed to look into the way you think and approach certain situations.Values Meeting – We'd love to hear why CreditorWatch and see how you'd fit into our world.We are committed to youWe offer a fantastic culture with open communication and rewards and recognition that include probation celebrations, all-staff birthday and service anniversary celebrations.We are an equal opportunity employer and committed to excellence through diversity. We do not discriminate on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.
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