Experienced Customer Experience Specialist – Delivering Exceptional Support to Small Business Owners
At arenaflex, we're dedicated to helping small business owners thrive in a rapidly changing world. As a Customer Experience Specialist, you'll play a vital role in delivering exceptional support to our customers, empowering them to get the most out of our innovative solutions. If you're passionate about providing top-notch service, solving complex problems, and building strong relationships, we want to hear from you.
Our Purpose
At arenaflex, we're on a mission to revolutionize the way small businesses operate. We believe that by automating routine tasks, surfacing actionable insights, and connecting businesses with the right data, advisors, and apps, we can create a stronger economy that benefits everyone. Our Customer Experience Team is at the heart of this mission, providing 24/7 support to our customers and helping them achieve their goals.
How You'll Make an Impact
As a Customer Experience Specialist, you'll be the face of arenaflex, providing support and guidance to small business owners, bookkeepers, and accountants when they need it most. You'll work closely with our customers to understand their unique challenges and provide tailored solutions that meet their needs. Whether it's resolving complex accounting issues or simply offering advice on how to get the most out of our platform, you'll be empowered to make decisions that drive positive outcomes for our customers and our business.
What You'll Do
* Provide exceptional support to customers, focusing on finding ways to resolve their issues and queries accurately and within our targeted initial response times
- Take ownership of enquiries and manage them through to resolution, ensuring customers are kept up-to-date at all times
- Ensure that all case details are captured fully and accurately using case management applications
- Communicate outcomes to customers simply, but effectively, ensuring they are satisfied with the outcomes you provide
- Participate in proactive call campaigns to ensure our customers are getting the most out of arenaflex
- Escalate any issues that you are unable to resolve, while making sure that the customer is kept up-to-date as the case is escalated
- Achieve agreed targets, particularly your quality and productivity targets
- Find and share opportunities to improve the service offered to our customers and arenaflex processes
- Keep yourself up-to-date with changes and training within arenaflex so that you can continue to offer great service to our customers
Success Looks Like
* Providing exceptional support and advice on how our customers use their arenaflex subscription
- Adaptable to grow with the changing needs of our business and customers
- Collaborates effectively with all teams across arenaflex
- Provides timely, accurate, and helpful responses to customers as per agreed targets
- Escalates priority issues and assists in the prompt resolution of these
- Captures and shares feedback from customers regarding improvements to the arenaflex accounting application and its associated service delivery platform
What You'll Bring with You
* Previous experience in a service environment and working to service levels and quality targets
- Demonstrated experience in efficient problem-solving and resolution
- Experienced IT skills - confident with Microsoft Office, Google suite (any experience with other small business accounting systems and/or case management tools is beneficial)
- Experience in accounting, bookkeeping, and/or small business is desirable
- Clear and concise communication, both written and on the phone
- Confidence to make outbound proactive phone calls
- Diligence and commitment to following through and resolving problems
- Initiative and ability to self-manage, along with flexibility
- Ability to build effective relationships
- A proven team player who proactively assists other team members
You're Likely to Be
* Empathetic – You'll be able to put yourself in your customers' shoes and understand their individual circumstances
- Committed – You will want to do the best job you can possibly do to making customers' lives better
- Curious – You're always looking to find different ways of doing things
- Attentive – You enjoy listening to customers and what matters most to them
- Connected – You want to develop strong, trust-based relationships
- Courageous – You are confident to make decisions in the best interests of our customers and our business, to drive positive change
Additional Information
* Why arenaflex?
- At arenaflex, we believe in creating a work environment that supports the well-being of our employees. We offer generous paid leave, dedicated paid leave to care for your physical and mental wellbeing, private medical insurance, gym passes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, and many other benefits that reflect our human value.
- We're committed to diversity and inclusion, and we encourage applications from underrepresented groups. If you're excited about this role, but your past experience doesn't align perfectly, we encourage you to apply anyway. You could be just the right person for this role and arenaflex.
What's Next?
If you're passionate about delivering exceptional customer experiences and want to join a team that's changing the way small businesses operate, we want to hear from you. Apply now to become a Customer Experience Specialist at arenaflex and be part of our mission to revolutionize the world of small business. Apply for this job