Customer Experience Specialist
MessageMedia provides innovative mobile messaging solutions that help businesses of all sizes – from SMBs to enterprise-level to better connect with customers. Our messaging solutions for alerts and notifications, billing and payments, appointment reminders, marketing, and staff scheduling are trusted by over 65,000 customers in industries such as healthcare, education, retail, and utilities. With offices across Australia, United States, United Kingdom, Spain, Philippines and New Zealand, MessageMedia is the number one choice for easy and engaging business messaging.
MessageMedia Group is proudly part of Sinch, a leading global Communication Platform as a Service (CPaaS) provider, offering messaging, voice and video communication solutions to a large global customer base.
The Role:
The Customer Experience Specialist is responsible for providing inbound support to MessageMedia’s customer base via phone, email & chat channels. They provide support by identifying effective solutions to meet customer needs, helping customers understand and get the best out of our products, troubleshooting issues, assisting with billing queries & maintaining customer account data. The team also act as the voice of the customer by sharing feedback for product improvement with relative teams.
Salary Range:
$60,000 - $65,000 USD. Salary will be evaluated based upon experience.
Key Responsibilities:
- Answer all incoming customer queries professionally & with a customer centric approach
- Raising red flags wherever the business process – billing, installation or anything pre or post sales – needs correction to ensure the customer has a seamless experience with the company
- Process cancellation requests for US customers and contribute to customer retention activities
- Collaborate with the Global CX teams and lend support and guidance to our L1 support team and find ways to fine tune the customer experience
- Listen and analyze customer feedback and use this valuable information to inform customer service strategies going forward
- Act as the voice of the customer
- Ensure that product knowledge is thorough by attending all product briefing/training sessions
- Create and maintain customer records in CRM
- Provide education on products
The preferred candidate will be able to demonstrate the following skills and experience:
- 2-3 years relevant experience in customer success or customer support
- A true passion for customers and delivering an outstanding customer experience
- You take pride in your problem-solving skills and can connect the dots between departments and create a streamlined plan and communicate that plan back to each team
- Capable of performing duties and responsibilities independently
- The ability to be flexible and adapt quickly and positively in a constantly changing environment
- Excellent communication, interpersonal, and customer service skills
- Effectively time management skills and the ability to prioritize tasks
- The ability to work as part of and contribute positively and proactively to the team environment
- Intermediate knowledge using Microsoft Office Suite
- Salesforce, Zendesk or similar support tool experience required
Our values of Dream big, Win together, Keep it simple and Make it happen are what make us successful on our journey to be the global leader in customer engagement for SMBs, so people who feel a connection to these values and like the pace of a fast-growing global company will easily fit into our team. We are committed to building a company that empowers individuals from a diverse set of backgrounds to be their authentic self and bring their values into their work. We know that the more diverse and inclusive we are, the better our success will be. In addition, we offer the following benefits:
- Flexible hybrid working arrangement
- Access to Reward+ program
- A day off for your Birthday
- Access to our Employee Assistance Program
- Coaching and career development support: Detailed onboarding program, individual coaching sessions and deep technical training.
- Other perks include gym membership, day off for your birthday and flexible working arrangement.
If you're looking for your next opportunity in your career and want to work for a growing tech company, then apply now!