Customer Support Representative and Office AdministratorRenaissance is a leading provider of assessment technology to primary and secondary schools. Renaissance products promote success amongst students of all ages and abilities through personalised assessment and practice in reading and maths. Our software helps to enhance literacy and numeracy skills, support differentiated instruction, and personalise learning to optimise student development. Immediate feedback and detailed reporting equip teachers with the information needed to monitor progress and measure growth. In Australia and New Zealand, over 600 schools use Renaissance products. Worldwide, we support over 18 million students, operating in 96 countriesJOB PURPOSETo provide customers primarily in the Australia with guidance, assistance, and exceptional service and support across several different methods. To work cross-functionally with other teams to escalate and resolve issues where needed. This role also involves performing administrative tasks to ensure smooth office operations.RESPONSIBILITIESCustomer ServicesRespond promptly to customer inquiries, complaints, and requests for information or assistance via phone, email, and live chat channels.Identify and resolve customer issues or escalate complex problems to appropriate teams for resolution.Document customer interactions and update relevant databases with case notes and resolutions.Follow up with customers to ensure their issues have been adequately addressed and they are satisfied with the service providedMaintain up-to-date knowledge of products, services, policies, and procedures to provide accurate information to customers.Achieve and maintain customer service metrics and key performance indicators (KPIs) related to response times, resolution rates, and customer satisfaction scoresADMINISTRATIVE DUTIESManage office supplies inventory and place orders as needed to ensure adequate stock levels.Maintain organized filing systems and records for various office documents and correspondences.Coordinate the processing of office bill payments and expense reimbursements.Schedule and coordinate internal meetings.Assist with travel arrangements for office staff, including flight and hotel bookings.Provide general administrative support to the office team as required.SKILLS & QUALIFICATIONS1-2 years of experience in a customer service or office administration role.Excellent verbal and written communication skills, with the ability to communicate effectively with customers and colleagues. Strong problem-solving and decision-making abilitiesProficient in using computers, customer service software, and office productivity tools (e.g., Microsoft Office Suite).Strong organizational and multitasking skills with the ability to prioritize tasks effectively.Call center work experienceFamiliarity with customer relationship management (CRM) software and databases.Experience with office administration tasks and procedures.PERSON SPECIFICATIONStrong desire and curiosity to learnCustomer focused and solutions orientated attitude- able to identify opportunities that meets the customer needsAbility to instil a high level of credibility and build long term relationships with customers and internal teams quicklyFlexible approach; ability to adapt to different situations to meet the needs of the customerFocused and disciplined, ability to work autonomously and remotely under pressureFriendly, patient, and professional demeanour with a commitment to providing exceptional customer service.
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