REMOTE Customer Concierge

Schedule: 8:00AM - 5:00PM AEST  

We're seeking a remote Customer Concierge to join our expanding team. 

Upgrade to see actual info is a fast-growing tech company based on the Sunshine Coast, QLD, Australia. We are the world leader in visual property marketing, with over 170,000 customers in 114 countries. 

A fast-paced environment, where no two days are the same - bring your experience into a role with lots of excitement! 

The Role: 

-Facilitate informative webinars and engage in video calls with clients to guide them in maximizing the benefits of our services, with the aim of ensuring a seamless and rewarding user experience. 
-Act as the primary point of contact for clients through inbound and outbound calls, with secondary communication methods including live chat and email. 
-Responsively address client inquiries and concerns, always maintaining a high level of professionalism. 
-Proficiently manage and resolve client escalations and complex issues, demonstrating a proactive approach to finding --solutions and ensuring customer satisfaction. 
-Adopt a personalized, non-scripted approach in all client interactions. Listen actively to client needs, offer expert advice, and craft customized solutions that align with each client's unique requirements. 
-Develop a thorough understanding of all Upgrade to see actual info customers from a variety of industries to ensure the best service solutions based on their unique backgrounds. 
-Stay up-to-date on all product information, tech changes, and customer preferences through ongoing facilitated and self-directed training & development 

Experience Required: 

-A minimum of 5 years of hands-on experience in Customer Service, Concierge, Sales, Virtual Assistance, or a SaaS B2B company.
-A minimum of 1 year experience in a high-volume call/contact centre.
-Minimum 1 year of experience in client relationship management, account management, and/or project ownership.
-Leadership or supervisory experience (highly regarded).
-Track record in meeting individual and team KPIs, including FCR.
-Familiarity with CRM tools and multitasking across systems.

Personal Attributes: 

-Exceptional English communication skills (both verbal and written) with the ability to convey technical details to non-technical audiences adeptly. 
-Strong problem-solving ability and self-initiative. 
-Impeccable time management and focus.  
-Adaptability to a fast-paced, high-volume environment.
-Proven ability in effective complaint resolution and confidence in de-escalation.
-Strong teamwork skills, collaborating across departments.

As this role is home-based, please ensure you have a reliable computer, high-speed internet, and an appropriate workspace. Availability for 8 hours per day, 5 days per week, is essential. Your own laptop or computer will be required (dual screens preferred). 

Shortlisted candidates will join a group interview during the recruitment process. 

Compensation aligns with the pertinent salary brackets for a Customer Concierge in your area. 

Onboarding includes 4 weeks of training and a 6 month probation period.

If you're seeking a new challenge and embody these qualifications, follow this link to apply: Upgrade to see actual info

NOTE: Incomplete applications will not proceed to the next stage of the recruitment process. Please ensure all required files are uploaded accurately.