Customer Support Specialist – Delivering Exceptional Experiences for arenaflex Users

At arenaflex, we're on a mission to revolutionize the way Australians access disability and aged care support. As a Customer Support Specialist, you'll play a vital role in helping us achieve this vision by providing top-notch support to our users. If you're passionate about delivering exceptional customer experiences, thrive in fast-paced environments, and are eager to join a dynamic team, we want to hear from you!

About arenaflex

arenaflex is an online platform that connects Australians looking for disability and aged care support to independent support workers. Since 2014, we've been helping our community live their kind of independence, and today we're one of Australia's largest and fastest-growing healthtech platforms. Our commitment to innovation, customer satisfaction, and community engagement has earned us recognition in AFR's Fast 100 list, Deloitte's Tech Fast 50, and the Australian Growth & Australian Technology Growth Company of the Year Award in 2020.

The Role

As a Customer Support Specialist at arenaflex, you'll be part of a high-performing team that's dedicated to delivering world-class customer service. Your primary responsibility will be to assist our users in a high-volume inbound call centre environment, as well as support additional channels as required. You'll be the face of arenaflex, providing empathetic and compassionate support to our community, and working towards a resolution or escalating where necessary.

Key Responsibilities

* Assist the arenaflex community in a high-volume inbound call centre environment, also supporting additional channels as required

• Display excellent interpersonal skills with an empathetic and compassionate approach to customers
• Recognize opportunities to increase customer satisfaction and work towards a resolution or escalate where required
• Provide information, advice, guidance, and support to our community, supporting our users to achieve their goals through our platform
• Proactively educate our users on getting the most out of arenaflex based on their individual needs
• Advocate for customers to ensure their needs are met and inquiries resolved
• Provide broader business teams with insights and feedback to support process and platform improvements
• Deliver standard service excellence that is in line with our code of conduct and company values
• Adhere to team processes and procedures and accurate record-keeping in Salesforce
• Meet individual and team KPIs, and undertake other duties and responsibilities as required

Skills, Knowledge, and Experience

* You're excited about working in a fast-paced, high-volume environment, think big, and act with a sense of urgency for our customers

• You're a champion in delivering world-class customer service and have a passion for providing excellent customer outcomes
• You're a good listener, problem-solver, critical thinker, and a people person
• You care about your customers and will always go the extra mile to get them the best outcomes
• You're resilient and a self-starter. You're motivated to get things done
• You have experience using Salesforce or similar CRM systems and enjoy learning new things
• You love working in a collaborative team that enjoys having fun and supporting each other
• You exhibit adaptability, resilience, transparency, trustworthiness, passion, and innate curiosity

Our Values

At arenaflex, we're guided by our core values:

• We're Switched On: We know our customers because we listen and want to learn. We engage within the community and the sector and always act on insights.
• We're Bold: We're ambitious and embrace creativity to solve challenges. We're here to reshape the industry and back big ideas.
• We're One: We channel our passion into a positive environment. We welcome diversity and collaborate to make the most of our different skills and ways of thinking.
• We're Impactful: We work hard to deliver change. We innovate and move fast to make a difference in the sector and people's lives.

Our Benefits

At arenaflex, we believe in taking care of our people. Here are some of the benefits we offer:

• Power your career: Learn from industry experts, experienced leaders, and on-the-job opportunities.
• Work away: Get a creative boost working overseas for 4 weeks in a rolling 12-month period.
• Access parental leave: Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.
• Work with flexibility: We're a hybrid workplace, balancing time in the office with remote work.
• Take a floating public holiday: Acknowledge a significant day your way with family and friends.
• Be rewarded: Celebrate wins and recognize great performance with an easy and accessible Reward and Recognition program.
• Get paid to take a break: Get one extra paid leave day per quarter for what makes you happy.

Inclusion at arenaflex

arenaflex is an equal opportunity employer. We find excellence in diversity and are committed to creating an inclusive environment for all employees and candidates. People with lived experience of disability or personal experience with the aged care system are strongly encouraged to apply. We take pride in highlighting our dedication to our policies, fostering flexible work arrangements, and championing inclusive practices for women in tech.

Where to find us online

If you're interested in learning more about arenaflex and our culture, please visit our:

• Careers Page: [https://bit.ly/3Mz8Ym1](https://bit.ly/3Mz8Ym1)
• Glassdoor: [https://bit.ly/3z0K328](https://bit.ly/3z0K328)
• YouTube: [https://bit.ly/34L7DlP](https://bit.ly/34L7DlP)
• Instagram: [https://bit.ly/3pgAOXk](https://bit.ly/3pgAOXk)
• Facebook: [https://bit.ly/3ic6LhQ](https://bit.ly/3ic6LhQ)
• LinkedIn: [https://bit.ly/3ie6Q4U](https://bit.ly/3ie6Q4U)

Apply Now

If you're ready to join a dynamic team that's passionate about delivering exceptional customer experiences, please apply to this role. We can't wait to hear from you! Apply for this job