Job Brief: For some companies, customer service is a necessary cost, a mundane but unavoidable cog in the machine.
Realtair is not one of those companies.
For us, outstanding customer service is a competitive advantage. By actively supporting our customers from day one and delighting them with the speed, courtesy and diligence of our support, we win them over. By tirelessly supporting them throughout their subscription, resolving questions, or helping them adopt our more advanced products, we make them stick around long-term. By surprising them with personable and friendly service, unlike anything they have experienced we turn them into evangelists of our software who rave about us on social media and recommend us to their friends.
As a Customer Support Coordinator, you will become the person the Customer Service team rely on to get an important job done well. Our product management team will rely on your first-hand understanding of users to design features that make Realtair the best state real software in the world. Your ability to help the Customer Service Team succeed will have a direct and visible impact to Realtair’s bottom line.
As a Customer Support Coordinator, you will need to:
KEY RESPONSIBILITIES
Prepare product reports by collecting and analysing customer information
Compile reports on overall customer happiness by keeping track of customer expectations and
recurring issues - Work with management by suggesting solutions when a product malfunctions
Participate in usability testing and subsequent improvement of the product
Assist with the set-up of new accounts and maintenance of existing accounts - Set-up and maintain Jobtrack and Campaigntrack campaign templates
Documents, publish and maintain the solutions knowledge base
Meet personal/customer support team targets
Follow communication procedures, guidelines and policies
Take the extra mile to support the Customer Service Team
REQUIREMENTS
Proven work experience in customer service or customer support
Customer orientation and ability to adapt/respond to different situations
Proficient in verbal and written English
Working knowledge of customer service software, databases and tools
Awareness of the industry’s latest technology, trends and applications
Ability to think strategically, troubleshoot and multi-task
Strong English communication skills(Verbal and written)
Experience in handling International clients(Australian Based support preferred but not required)
PERSONAL QUALITIES
The best Customer Support Coordinators are genuinely excited to provide support to the client-facing Customer Service Team.
They’re patient, empathetic and above all, tech-savvy.
They love to find solutions.
Customer Support Coordinators can put themselves in the Customer Service Teams’ shoes and advocate for them where necessary.
Customer feedback is priceless and Customer Support Coordinators turn that feedback into actionable insights. Problem-solving also comes naturally.
They are confident at troubleshooting and investigate if they don’t have enough information to resolve concerns.
HOW TO ACE IT
1. Know your product. No matter how skillful, a coordinator cannot provide the quality of support
customers need if they don’t have a solid grasp on the product and its usage.
2. Know your processes. It’s crucial to stay up to date.
3. Follow the data. Actionable product and customer data should be the indicator of areas needing improvement.
4. Be willing to learn. Working in customer support means always learning more and improving. The product will evolve and so will customer expectations. Success doesn’t stagnate.
5. Go the extra mile. Taking extra steps to help the Customer Service team to delight a customer will leave them with a lasting positive impression of the service’s quality and our brand’s image.
