- Are you a true people person and a born organiser?
- Do you have lots of initiative and want the opportunity to make a role your own?
- Flexible working arrangement - split your time between the corporate office and the home office
Are you scrolling Seek looking for an opportunity that speaks to you? Read on because this could be it!
We are seeking a vibrant, enthusiastic Customer Success Team (CST) Coordinator to join our Customer Success team. This role is a rare mix of issue escalation management, customer service, helpdesk and administration. It's a very diverse and rewarding role that is crucial to the success of Fusion5 and our customers. In return for your skills, you’ll join a team like no other, working for a human-centric company who understands the true value of people.
Based in Melbourne, you’ll work closely with your NZ counterpart to ensure the day-day operational running of our NZ/AU Customer Success Team is seamless. You’ll need to be a self-starter (as there is no micro-managing here), and a great team player, as our CST Coordinators are always seen to be there to assist the wider team.
We believe in work/life balance so splitting your time between our office and working from home is an option with this role.
If you’re passionate about delivering an excellent service, and know you’ve got the potential to go places, we want to hear from you!
You will:
- Be the first point of contact for all customer raised issues via our helpdesk system, Infusion
- Ensure all incoming issues are assigned to meet our response SLAs
- Onboard all new contracted and ad-hoc customers
- Assist with support issues escalations to ensure our resolution SLAs are met
- Provide SLA breach reports to CST management
- Work closely with our Service Delivery Managers to deliver a high-level of customer service
- Represent CST throughout the business
- Become an Infusion SME
- Contribute to process improvement and become a champion of internal systems
- Manage emergency customer communications.
Our Customer Success Team Coordinator needs to have:
- The right attitude! We need someone who gets stuck in and makes things happen
- Exceptional customer services skills
- Proven analytical skills
- Exceptional organisational and time management skills
- A technical mind capable of asking logical questions
- Previous experience in a Service Desk / Support role or in a professional services environment (is an advantage)
- Highly developed interpersonal and communication skills
- An excellent phone manner and communication style.
Who are Fusion5?
Fusion5 provides business solutions that add real commercial value to our customers. Our focus is on making potential reality for our customers, and our people. When it comes to technology, there is no such thing as 'one size fits all'. We ensure our customers are offered a choice when it comes to their technology solutions
Our expertise covers all key functional areas including: applications (Enterprise Resource Planning, HR / Payroll, Customer Experience, Customer Relationship Management, Corporate Performance Management, Digital Enablement, Enterprise Service Management, Unified IT, Enterprise Cloud & Security), consulting, development and managed services, as well as offering a full range of digital solutions and first class support services for our customers across New Zealand and Australia.
Our promise to you
Fusion5 is proud to be a diverse, inclusive, and forward-thinking employer. We understand it’s essential to provide a workplace where our people are engaged, challenged, successful and happy, and we’ve created just that! Along with an extensive range of benefits and core values to be proud of, we’ll ensure you have every opportunity to make your potential, reality.
Our benefits include
- Individual Performance and Development Plans
- Company bonus scheme
- Birthday leave
- Discounted gym memberships
- Flexible working Arrangements
- Volunteer day
- Free annual flu vaccinations
- Regular social occasions at all our offices
- Staff referral program
- Corporate health insurance discounts
- Environmentally Responsible Practices
- Plus more…