Customer Support Representstive

Manage the end to end customer experience
? It is the CSS’s responsibility to manage their workload to ensure no schools are missed on a termly basis.
? There will be times that the Sales & Partnerships Manager asks for sub groups to be prioritised over other areas. As such the CSS must be flexible to the business’s needs and be able to manage workload, time and priorities accordingly.
? The CSS must be able to form targets for themselves to meet KPI’s provided by the business.
? Ensure a high level of Customer Satisfaction in maintained at all times
? Focus on ongoing partnerships as well as retention
? Manage workload and priorities to ensure no customers are missed

2. Outbound calls and feedback
? Actively make at least 50 outbound calls per day
? Ensure that every school in the system is contacted at least once per term
? The CSS will also need to update and maintain the business CRM and client account before, during and after the call as necessary. It is important that the CSS does not spend too much of their time daily on simply inputting information but rather finds ways to update necessary information in an efficient but thorough manner.
? Calls are to be structured but conversational ensuring there is depth in each conversation which provides the business with key insights into usage, behaviours and feedback from each customer.
? It is part of the CSS’s role to determine if a customer is at risk, to do everything they possible can to save the account and to also escalate the account to their manager as they see necessary.

3. Record feedback from clients and share it to provide the business direction
? As the eyes and ears of the business it is vital for the CSS to share, raise or propose ideas that can steer the business in a direction that will benefit the customer.
? Ensure all customer feedback is tracked / recorded and communicated with the relevant departments at all times to improve service levels
? Ensure that customer feedback is captured, monitored and that follow up actions are put in place to ensure a high level of costumer experience
? The expectation is that the CSS will collate a running record of feedback and report back to the business on a monthly basis or as necessary if deemed urgent. This feedback should be able to determine common themes allowing the business to see consistent requests or feedback from customers.
? As part of the CSS role they must have the capability to determine if a customer’s feedback can be mediated straight away by extra training or direction, trouble shooting or involving other team members to resolve the issue such as development or marketing.
? Analyse data and put in place strategies to increase customer retention
? Ensure all retention targets are monitored on a monthly basis
4. Trouble shoot with customers
? Whilst on calls the CSS must be able to intuitively determine problem areas such as low usage or lack of understanding in a particular area and be able to provide further clarification or training.
? If concerns regarding the product and it’s core functions are raised the CSS must investigate and gather information from the customer to assist in providing a resolution or provide as much detail as possible to other departments so they can assist in providing a resolution.
? The CSS should always hold the business’s best interests at heart and be driven to improve internal processes, enhance the products functionality and determine areas for improvement.
? Suggest ways to improve customer engagement
? Work with all departments to bring to life customer engagement strategies
? Work with all departments to bring to life all customer retention strategies

5. Support tasks and other projects
? The CSS will be called on at times to assist customers that have called the support line as necessary particularly for NSW DoE schools.
? Assist the support team in times of high volumes of calls and overflow.
? Assist the support team with escalations.
? Be a strong team player who is flexible and agile with tasks and daily deliverables
? Be available to help the team with ad hoc projects as required
? This is not a primary objective for this role, but the CSS must be flexible to the business’s needs as required.