Job Description
Primary objective:
This role is responsible for supporting the Sales team by responding to customer requests and assisting with membership acquisition and retention.
The Customer Service Coordinator (CSC) will provide exceptional service, high-quality administrative support contributing to the best possible customer experience.
Responsibilities:
The role will be responsible for carrying out administrative tasks as assigned by the Sales Operations ManagerSupport the Sales team in activities that will Improve member acquisition and retentionDevelop an in-depth knowledge of the South Australia Business Chamber membership benefits and services provided by the organisation.Manage onboarding and resignations requirements of membersTriage and directly respond to queries through Zen desk (Internal administrative ticketing system)Close incoming enquiries from customers in relation to The South Australia Business Chamber’s products, services, and eventsAttend the South Australia Business Chamber Events both In house and External – (some outside normal work hours is required)Fulfill data entry and management requirements for members as and when requiredSupport the Sales Operations Manager and Sales teams with debtor management and invoicing requirementsRecord all engagement activity and maintain appropriate records in the Customer Relationship Management systemWork autonomously, be self-reliant, and operate without significant daily supervision
The role is expected to adhere to South Australian Business Chamber’s Purpose and Traits in dealing with internal and external stakeholders, customers, and clients.
Our vision is for South Australia to be the best place to do business with the purpose being to remove complexity and create opportunity.
South Australian Business Chamber traits:
Share our successThink like a customerIntegrity Is everythingKnowledge defines usStrength In collaboration
Key communications:
Internally, the position has regular communication with the Sales Team and other departments such as marketing, events, training and financeExternally, the position has daily contact with customers (members and non-members) regarding information on the South Australia Business Chamber’s membership and services
Health and safety responsibilities:
The employee must ensure while at work that reasonable care is taken for their own health and safety and that their acts or omissions do not adversely affect the health and safety of other people.The employee must comply with any reasonable instruction that is given by South Australian Business Chamber and co-operate with any reasonable policy or procedure of South Australian Business Chamber relating to health or safety in the workplace
Knowledge, skills and experience:
Essential Selection Criteria:Excellent customer service skillsAttention to detailFlexibleExperience in a fast paced customer service roleBe able to prioritise and adapt to changeExperience with a CRM systemExperience with ticketing systemsTeam focusBe passionate about the customerBe a problem solver and have a continual Improvement philosophyAdapt to customer needsStrong interpersonal and relationship-building skills and ability to work with stakeholders at all levelsThe ability to develop and present verbal and written presentations with confidenceSound knowledge of computer skills such as Excel, Word, PowerPoint and internal databases
Desirable Selection Criteria:
Experience in a membership organisationSound knowledge of MS Dynamics CRMPrevious experience in a customer service environmentPrevious debtor management experienceSales experience in a call centre environment
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