Teamified is a global leader in providing tech resources to Australian companies.
We specialize in connecting top talent with tech teams to enhance profitability and innovation.
We are dedicated to delivering high-quality solutions and fostering a collaborative work environment.Client Description:Our client shares a revolutionising way for people to experience transportation by offering convenient and eco-friendly electric vehicle (EV) rentals.
Whether their customers need a short-term rental for a weekend getaway or a long-term solution for their daily commute, They provide a wide range of cutting-edge electric vehicles designed to meet their clients mobility needs while reducing carbon footprint.Position Overview:We are seeking a skilled Customer Support Operations Specialist who will play a crucial role in supporting both sales and customer service operations.
This individual will be responsible for creating and managing marketing campaigns, qualifying sales leads, responding to customer inquiries, and automating common workflows.
Additionally, the specialist will work on codifying and documenting business processes to streamline operaKey Responsibilities:Marketing Campaign Management:Create, monitor, and adjust marketing campaigns to ensure alignment with company goals.Analyze campaign performance and refine strategies to optimize marketing efforts.Act as the first point of contact for incoming sales leads.Qualify leads by assessing potential opportunities based on predefined criteria and escalate to the appropriate sales team.Report on lead conversion metrics and provide insights into the sales funnel performance.Sales Process Support:Review customer interactions (both successful and unsuccessful) to support the optimization and codification of our sales process.Collaborate with the sales team to identify successful techniques and areas for improvement.Customer Support Triage:Respond promptly to customer support inquiries, providing initial assistance or escalating complex issues to the appropriate teams.Manage customer interactions, ensuring a positive and responsive customer experience.Workflow Automation:Create and maintain automated workflows for common customer support and sales tasks (e.g., onboarding, incident management).Utilize CRM tools to automate and track repeatable business processes for efficiency.Driver's Manual Development:Build and continuously update a "driver's manual" or knowledge base that offers solutions for common customer incidents and frequently asked questions.Business Process Documentation:Review hours of recorded phone calls and interactions to codify and document key business processes related to sales and customer support.Ensure processes are well-documented and easily accessible to support ongoing operational improvements.CRM & Process Maintenance:Regularly update and maintain CRM systems to reflect current workflows, ensuring they remain relevant and useful for tasking and automation.Oversee the consistency and quality of automated customer and sales workflows within the CRM.Daily Operations & Support:Handle daily customer and sales triage, providing answers to FAQs and qualifying sales leads.Escalate advanced inquiries and issues to the appropriate departments, ensuring smooth communication and resolution.Key Skills and Key Qualifications:Experience: 2+ years in a customer support, operations, or sales support role, with experience in marketing campaign management preferred.Technical Skills: Proficiency in CRM software (e.g., Salesforce, HubSpot) and workflow automation tools.
Familiarity with PipelinePro is a plusAnalytical Ability: Strong ability to analyze sales and customer support interactions and translate them into improved processes.Communication: Excellent written and verbal communication skills, with the ability to interact effectively with customers and internal teams.Process Improvement: Proven track record of streamlining business processes, with a focus on sales and customer service operations.Automation Experience: Experience in creating automated workflows and maintaining business processes in CRM systems.Adaptability: Comfortable working in a fast-paced, evolving environment and managing multiple tasks simultaneously.13th MonthHMOLeave BenefitsIf you possess the required skills and are eager to contribute to our team's success, We encourage you to apply for this exciting opportunity as a Customer Support Operations Specialist.
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