Customer Loving

Our growing business is dedicated to creating the world’s most exclusive network & tribe of elite business people and conscious entrepreneurs. In short, our purpose is to help business owners succeed. Customer Service plays a key role in being the touch points and face of the business for our clients: we support, serve, focus on impact and over deliver on value. We do this be acting as a liaison, providing product/services information and resolving any emerging problems that our customer accounts might face with accuracy and efficiency.

From the point of sales, our range of support includes: pre, during, and post event operations.
We require talent with a strong vision, acute attention to detail, a desire to provide support, a drive to follow through with systems and projects, and a creative mind for innovation and constant improvement.

Responsibilities and Accountabilities

Customer Service

  • Prompt response to inbound telephone and email queries from customers relating to events, product enquiries, membership site access and other queries
  • Identify queries that could be a potential sale and pass to Sales Team
  • Pass on feedback from customers to leadership team
  • Troubleshoot customer issues and pass on to automation if there’s a problem and provide solutions
  • Liaise with Accounts team with order, payments, and collection inquiries
  • Compilation of weekly events attendance report

Sales Admin

  • Processing, quality assurance, scanning and uploading Event Purchase Contracts
  • Create Event contracts and monitor returned copies
  • Handling transfers, cancellations and event queries within event Terms & Condition policies
  • Identifying potential sales opportunities and passing clients to sales team

Events Admin

  • Celebrate and welcome participants after purchasing an event ticket via phone
  • Build relationships, support, and overdeliver in every opportunity
  • Create and monitor event registration lists, clients with special needs, and inquiries during event
  • Ad-hoc events support with uploading event registration lists to Infusionsoft, tagging, handling customer service issues
  • Efficiently managing K2E application process through collection, scanning, and uploading documents

Knowledge and Skills

  • Exceptional communication skills in English, both written and verbal.
  • Proficient in Microsoft Office, G-suite, and Gmail
  • Courteous and professional phone and email manner
  • Updating client records in Infusionsoft, Processing Sales in Infusionsoft
  • Efficient time management
  • Basic negotiation and sales process understanding
  • Knowledge of services (events, video content, business coaching landscape)

Training will be provided in all technical areas, but previous experience is preferred.

Key Performance Indicators

  • All emails answered within 24 hours
  • All phone calls answered and returned within 24 hours
  • Pass on all possible sales queries to Sales – Target at least 1 per day.
  • Attendance at daily Huddle meetings at 8.28am every morning reporting what was done the day before and what’s planned for the day ahead.
  • Creating standard operating procedures
  • Weekly Facebook reporting on Top Priorities and progress and event number updates

Successful Applicant

The successful applicant will:

  • Be aligned with the business Purpose & Culture
  • Already live the business Values in their daily lives
  • Thrive working autonomously
  • Be driven by results and focused on outcomes
  • Be willing to be held accountable for the responsibilities of their roles
  • Be willing to continue to learn and develop their skills
  • Have a minimum of 3 years’ administration and customer service experience
  • Have a high attention to detail & high accuracy level
  • Have excellent phone & communication skills
  • Have intermediate to advanced computer skills

The core Responsibilities & Outcomes for this role include:

  • Celebrating our clients decision to join our tribe of entrepreneurs and business owners
  • Confirming participants attendance at events via phone, confirming contact and partner details, contracts, payment plans, and business profiles
  • Providing support with key business challenges by aligning clients to our company resources
  • Supporting general administration requirements of the business
  • Contribute to the ‘Continuous Improvement’ philosophy of the business
  • Prepare, check, manage and deliver reports
  • Other activities that serve the team and business as required, supporting sales, collections, and the events teams

Cultural Fit:

  • Dedicated to providing exceptional customer service and over delivering value
  • Confident troubleshooting and creative problem solving
  • Takes every opportunity to nurture clients into our tribe of entrepreneurs (K2E)
  • Attentive listening, patience, and empathy to client needs
  • Ability to use positive language
  • Goal-oriented
  • Adaptable to changes and providing solutions
  • Practice open and honest communication

Apply Here

This position is located in Sydney.

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