Customer Support Specialist

Customer Support & Relationship Management

• Respond to customer enquiries in a timely, professional and customer-focused manner

• Build strong relationships with customers through clear communication and reliable follow-through

• Take ownership of customer enquiries and work collaboratively to achieve positive outcomes

• Keep customers informed throughout the resolution process and ensure expectations are managed effectively

• Escalate issues when required while maintaining accountability for the overall customer experience

Customer Experience

• Deliver a consistently high-quality experience across all customer interactions

• Develop a strong understanding of customer needs and identify opportunities to provide additional support

• Capture and share customer feedback to help improve products, processes and service delivery

• Act as an advocate for customers across the business

Product Guidance & Support

• Assist customers with platform navigation, product features and best-practice workflows

• Help customers maximise the value they receive from MyProsperity

• Promote self-service resources such as knowledge articles and FAQs

• Identify common customer questions and contribute to improving support resources

Collaboration & Continuous Improvement

• Partner with internal teams to resolve customer issues efficiently

• Share customer insights and recurring themes with relevant stakeholders

• Participate in team initiatives, training and ongoing development

• Identify opportunities to enhance customer satisfaction and service delivery

Skills, Attributes, Qualifications & Experience

• 3+ years' experience in customer service, customer support or client-facing roles
• A genuine passion for delivering exceptional customer experiences
• Strong communication skills, with the ability to build rapport and establish trust with customers
• Excellent problem-solving skills and a proactive approach to resolving enquiries
• Ability to manage competing priorities while maintaining a high standard of service
• Experience working within financial services, accounting, software or technology businesses is highly regarded
• Experience using customer support platforms such as Zendesk is beneficial but not essential
• Strong relationship management skills and the ability to collaborate effectively with internal and external stakeholders
• Highly motivated, organised and customer-focused, with a willingness to learn and develop product knowledge