Customer Support Specialist

About SEEK

SEEK’s portfolio of diverse businesses make a positive impact on a truly global scale. Our purpose is to help people live more fulfilling and productive working lives and helps organisations succeed. We create world-class technology solutions to connect more people to relevant employment, education, small business, and volunteer opportunities. We have a culture of high-performance in our workplaces and celebrate the diversity of our employees who contribute to the success of our organisation. Find out more about us by visiting https://www.seek.com.au/about/.

‘Our SEEK’

At SEEK our biggest asset is our people, and we are proud of our community of valued, talented, and diverse individuals who really know their stuff. Our culture statement, Our SEEK, is all about what makes SEEK unique and a little bit different. Our SEEK clearly outlines the Principles and the Behaviours of our best people, which include:

• Passion: we are passionate about SEEK, our purpose, our customers, and our community
• Team: we care about each other and collaborate to achieve together
• Delivery: we execute with excellence and achieve great results
• Future: we think and act for the long term

The Role

Join SEEK's dynamic team as a Customer Support Specialist, where you'll play a pivotal role in delivering an exceptional experience to our managed customer portfolios. In collaboration with our Account Managers, you'll become a trusted point of contact fostering strong relationships and ensuring seamless communication with key internal and external stakeholders. This is your chance to make a real difference with the success of SEEK's top tier customers, all while developing your career within an innovative and client focused team.

Key Responsibilities

• Working within agreed OKR’s, work processes, and to agreed SLA’s
• Deliver a personalised service that exceeds client expectations and reinforces SEEK's premium offering
• Identify, troubleshoot, and resolve customer technical queries, including but not limited to our recruitment software partners and product access issues, and escalate complex matters to appropriate channels
• Work closely and maintain clear communication and set service expectations with clients and internal stakeholders throughout the resolution process
• Handle hirer inquiries including but not limited to technical queries, site issues, education, and billing management
• Build and maintain strong relationships with clients, acting as their dedicated point of contact
• Proactively partner closely with Account Managers, Customer Success Managers, Technical Support Teams and Credit Controllers to troubleshoot customer queries
• Deliver upon agreed custom reporting requirements for our clients

The Team

The role sits within ANZ Sales and APAC Enablement within the Commercial division, and reports to the Manager, Customer Support. Key stakeholders include; external clients, internal Sales teams and leaders, Finance, Customer Success Managers, Sales and Service Operations, Tech Support and Product Teams.

• Strong interpersonal skills with the ability to build rapport and maintain strong professional relationships
• Demonstrated ability to represent clients' interests while balancing business objectives
• Team player who contributes to a positive workplace within a fast paced, small-team environment
• Customer focus mindset with a passion for delivering premium service to foster long-term relationships
• Demonstrated ability to effectively navigate and resolve complex customer enquiries with patience, empathy and professionalism
• Advanced written and verbal communication skills
• Ability to articulate technical information for diverse audiences
• Demonstrates exceptional time management, prioritising workload effectively while maintaining attention to detail and providing tailored solutions to strengthen relationships
• Advanced Microsoft Office skills

At SEEK, we are passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.

We know teams with diverse ideas, experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such, we welcome applications from people with diverse backgrounds and life experiences, especially as they relate to gender, sexual identity, culture, faith, disability and life stages. If you have the skills, curiosity and an adaptable mindset but don't meet every responsibility or qualification listed in this advertisement, please still get in touch with us.

Should you require any specific support or adjustments throughout the recruitment process and beyond, please advise us and we will be happy to assist.

SEEK kindly requests no unsolicited resumes or approaches from recruitment agencies and will not be responsible for any associated fees.