Customer Support Representative

OWNA is a leading SaaS company revolutionizing the Early Education and OSHC services industry in Australia with cutting-edge technology. As we continue to grow rapidly, we are seeking a dedicated and enthusiastic Customer Support Representative to join our team and provide exceptional service to our clients.

About the Role:

As a Customer Support Representative at OWNA, you will be the first point of contact for our customers, assisting them via phone, online chat and support tickets. This role is perfect for someone who thrives in a dynamic environment, is self-motivated, and enjoys solving problems. You will be part of a supportive team located in the Hills district and within walking distance to public transport and other amenities.

Key Responsibilities:

• Provide timely and professional support to customers via phone, online chat and support tickets.

• Resolve customer inquiries and issues efficiently, ensuring customer satisfaction.

• Document and track customer interactions using our CRM system.

• Collaborate with team members to improve support processes and enhance the customer experience.

• Stay updated on product knowledge and industry trends to provide accurate information to customers.

Requirements:

• Self-Motivation and Independence: Ability to work independently with minimal supervision, demonstrating initiative and proactive problem-solving skills.

• Team Collaboration: Comfortable working in a close-knit team environment, focusing on achieving deadlines and team goals.

• Communication Skills: Excellent verbal and written communication skills, with a friendly and professional telephone manner.

• Technical Proficiency: Familiarity with web browsers, Google Suite and mobile devices such as smart phones, iPads/tablets. Ability to quickly learn and adapt to new technologies.

• Attention to Detail: Strong mathematics skills with the ability to identify and resolve issues accurately.

• Industry Knowledge: Understanding of the Early Years Learning Framework, National Quality Framework, and National Regulations is a plus.

• Customer Relationship Management: Ability to build and maintain professional relationships with customers.

What We Offer:

• Comprehensive training and ongoing mentoring to help you succeed in your role.

• Opportunity to gain experience in a fast-growing company without the constraints of corporate hierarchies.

• Competitive salary.

• A supportive and friendly team environment.

If you are passionate about customer service and want to be part of an innovative company making a difference in the early education industry, we would love to hear from you. Please apply with your CV and a brief cover letter to Phong Trac at [email protected].

Only short-listed candidates will be contacted.

Recommended Experience for a Successful Customer Support Representative:

1. Customer Service Experience: Previous experience in customer service roles, particularly in a SaaS or technology company, will be highly beneficial.

2. Technical Support: Experience in providing technical support and troubleshooting, particularly with software applications.

3. Early Education Knowledge: Familiarity with early education frameworks and regulations will give candidates an edge in understanding customer needs.

4. Communication Skills: Proven ability to communicate effectively with customers, both verbally and in writing.

5. Problem-Solving Skills: Demonstrated ability to think critically and solve problems efficiently.

6. CRM Systems: Experience using customer relationship management (CRM) systems for tracking and managing customer interactions.

7. Adaptability: Ability to quickly learn and adapt to new tools and technologies as needed.

8. Professional Relationships: Experience in building and maintaining professional relationships with customers.

By focusing on these areas of experience, candidates will be well-equipped to provide exceptional support to OWNA's customers and contribute to the company's continued growth and success.