365 OPERATIONS MEMBERSHIP COORDINATOR

This is a role that you will learn and interact with Major Companies and your peers will guide you to the next role beyond this one. Stepping stone!

Fast growing Roadside Assistance & Technology company

Exciting and expanding role

Amazing clients and our team are experts in their chosen fields

About you…
You thrive in a team based environment and take pride in helping others and solving problems. Your curiosity drives you to understand how things work and motivates you to find more efficient ways to operate. You understand the small details can make a big difference. You’re eager to join a team that loves what they do every day & has fun while doing it. And you are prepared to engage with and represent some of Australia’s largest, most successful brands

Where is the job?
This role is a full-time position, with Head Office located in Sydney CBD. 365 promotes flexible work arrangements with many staff choosing a mix of work from home and in office time.

About the Company

365 is a technology company who has Roadside Assistance as our core product. Our range of products is continually evolving to make sure we continue to meet and exceed the ever-changing needs of car owners and our clients. Our days range from keeping people safe when they break down by the side of the road at any hour of the day, to releasing app and software solutions to that make everything we do easier. No two days are the same!

365 Assistance is a Business-to-Business company, which means we partner with companies in providing products and services to their customers. We partner with some of the biggest brands in Australia in the car manufacturing industry, Insurance and Broker sector, and Fleet businesses.

One of our key 365 company philosophies is that we work in communities for communities. Our service delivery model is underpinned by over 3500 businesses around Australia, and we proudly support keeping money in local businesses wherever a customer may be located.

365 Assistance is currently expanding into Asia and the UK, as well as increasing our operations in New Zealand.

About the role
As a member of the Group Operations team, the Operations Coordinator will engage with and influence all areas of the 365 Group, as well as interact with external customers and clients. This role is ideal for someone who thrives on solving customer problems and ensuring a positive experience for everyone they encounter.

In this role, you will champion exceptional customer experiences and safeguard our clients' brands, with the authority to make decisions that reinforce our reputation as a preferred partner. You will be joining a team that upholds high professional and personal standards, constantly challenging the status quo. With the support and mentorship of experienced professionals, you will be well-equipped to excel in this role and advance your career

Responsibilities

Coordinate Client and Customer enquiries:

Deliver customer-centric support across multiple brands (via Zendesk)

Acknowledge, classify and process requests within defined SLA and KPI parameters.

Customer Service Support:

Assist in Call Centre Training and QA audits – championing quality outcomes and positive experiences

Membership Processing:

Process and manage new membership creation

Support EOM invoicing to clients.

Communication Management:

Establish inbound and outbound communication procedures to Customers, Clients, and 365 Departments.

Communicate effectively with all stakeholders to ensure timely and accurate resolution.

Relationship Management:

Support Account Managers with client relationships.

Feedback Analysis:

Collect and analyse feedback from customers and clients regarding service performance.

Continuous Improvement:

Identify improvement areas and contribute to designing solutions

Reporting Responsibilities:

Generate regular reports on feedback and satisfaction results in alignment with direct manager.

Prepare ad-hoc reports as required to provide insights to key stakeholders.

Software and Data Management:

Ensure integrity and cleanliness of data within software systems

Requirements

2+ years in Customer service and/or customer service experience

Intermediate Microsoft Office and CRM skills

Problem solving and analytic abilities

Time management and organisational skills

Excellent communication and interpersonal skills including demonstrated experience interacting with a wide range of people.

Exceptional customer service and teamwork skills

Ability to work unsupervised

Experienced in working in a team

We will take you on a journey so be a fast and eager learner