Customer Support Consultant

  • Sydney NSW, Australia
  • Full-time

Company Description

Why join the customer success team at Xref?

Xref offers a super smart tech-based solution to a major recruitment pain point - reference checking. But behind the technology is a very human team, with a very big heart.

As a team, we are:

  • Passionate - we’re true ambassadors of the product. We know it inside out and work with users to make sure they are reaping maximum rewards from it.

  • Collaborative - we work in partnership with both the sales and account management to ensure that we are supporting with both new business development and client retention.

  • A family - we love what we do, we believe in the platform and we have each other's backs!

  • Human - We are the human touch that puts Xref’s technology ahead of the market. The faces, voices, and names our customers associate with our brand.

  • Supportive - we’re an empathetic bunch and close-knit team doing everything we can to support each other and our clients.

Job Description

As a Customer Support Consultant, you will be responsible for providing the best possible user experience. You will be responding to support requests directly from clients as well as supporting the wider Xref team - in customer success and beyond.

Responsibilities will include:

  • Maintaining a good rapport with clients, candidates and referees who use our platform 

  • Providing solutions via phone and email on multiple queries and support tickets 

  • Logging all contact information in our CSM (Salesforce) for future reference

  • Identifying issues and trends that may need more detailed attention from our internal development team

  • Assisting with regular client reports on ROI and usage of the platform

  • Ad hoc project research - opportunity to be involved and run short term projects 

Qualifications

We’re looking for:

  • A customer-centric go-getter who enjoys creative problem-solving and is enthusiastic about interacting with clients

  • Previous experience in a customer service role will be highly regarded

  • Someone who considers themself tech savvy - you don't need to be a technical whizz, but we’d love you to have an interest in using new technology and apps!

  • A creative self-starter with strong attention to detail

  • Someone with excellent communication skills; who is comfortable working via phone and email with customers at multiple levels of seniority

  • Experience of the recruitment industry - this will be highly regarded but not necessary

Additional Information

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