Customer Success Representative

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Brand: Corporate Traveller
Work type: Full time
Location: New South Wales, Queensland, South Australia, Victoria, Western Australia
Categories: Corporate & Group Travel

 

About the Opportunity

The purpose of the Customer Success Team is to drive customer retention and advocacy across the largest subsection of the business’ customers.

As a Customer Success Representative (CSR) you will work closely with our Travel Managers and Customer Success Team to deliver value to customers by managing their inbound requests for Customer Success tasks including, but not limited to reporting, supplier negotiations, technical and non-technical program optimisation and identifying opportunities for growth through business reviews. The CSR will deliver a schedule of outbound customer activities as determined by agreed customer segmentation.

Productivity gains will be maximised by using best in market sales technology and automated solutions to optimise performance for both the business and the customer.

The CSRs' superior customer service and support will drive an increase in customer advocacy by creating referrals for the business and has a direct impact on increasing our CSAT and NPS scores.

This full time role can be based in Sydney, Perth, Brisbane, Melbourne or Adelaide.

 

What you will be doing:

  • Respond to inbound enquiries from staff about customer-related tasks
  • Provide customer facing reporting and insights as required
  • Provide hotel rate loading assistance
  • First level support for maintenance and support cases including some technical system optimisation
  • Make recommendations for improvement in Customer Success practices
  • Share areas of opportunity with the Customer Success team to promote growth of share of wallet, increase product and service sales or to increase revenue
  • Manage communication via a case management system
  • Utilise CRM systems (Salesforce) to document activities


What you will need:

  • Travel industry experience preferred but not essential
  • Minimum 1 year of experience in a customer service-based role
  • Salesforce experience
  • M365 Product Suite experience
  • PowerBI experience

 

** Please advise your leader before applying **

Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time

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