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Join Xplor Education's Childcare & Education vertical as a Customer Success Coordinator based in Melbourne. You will help customers succeed with the platform, ensuring retention and satisfaction through proactive support and advocacy.
Key Responsibilities:
- Provide initial response to customer support tickets and assign them to team members based on complexity
- Respond to customer enquiries via phone, chat, and email in accordance with SLAs
- Support customers across the Office platform with technical and operational questions
- Advocate for customer needs internally and work to prevent recurring issues
- Handle dissatisfied customers professionally and courteously
- Maintain broad knowledge of company products, services, and promotions
- Support implementation of system improvements and new technology rollouts
- Monitor system performance and identify potential issues
- Work as a proactive team member, pitching in where needed
The role offers a hybrid and flexible working model with 2-3 days per week in the office and the remainder working from home. You must hold full working rights in Australia.
Xplor Technologies powers experiences across fitness, recreation, golf, field services, laundry, education, and membership-based industries through vertical software, embedded payments, and AI capabilities. The company values innovation at the intersection of differences and is committed to diversity and inclusion.
Requirements:
- 1-2 years of previous experience in a customer-facing position
- Excellent written and verbal English skills with confident phone manner and active listening abilities
- Strong customer service skills with ability to work quickly and accurately
- Ability to multitask, prioritize, and manage time effectively
- Comfort with fast-paced environments requiring constant adaptation
- Self-awareness regarding strengths and growth areas with desire to develop new skills
- Strong team player mentality
- Must be legally authorized to work in Australia (no visa sponsorship available)
