Customer Support Officer - Casual

We are looking for a Customer Support Officer to join us on a casual basis, for up to three days per week, based in Adelaide (with hybrid flexible model).

The Customer Support Officer will report to the Head of Connecting Up and take direction on day-to-day work priorities from the Customer support team. The appointee is expected to work in close collaboration with other staff, particularly those of the Customer S

upport Team.  The role provides a mix of supporting functions to Connecting Up by supporting customers with pre and post-sale inquiries. This role will be responsible by providing end to end support to the customer via liaising with relevant stakeholders throughout the customer support cycle.

Key duties and responsibilities

Working with the Customer Support Team to deliver customer support responsibilities, including but not limited to:

• Timely and professional handling of customer inquiries via phone, email, and chat.
• Assist customers in finding the products and services that meet their needs by guiding them through the available options.
• Providing pre- and post-sales support to customers by identifying, troubleshooting, and resolving any issues related to our products and services.
• Help customers navigate through available products and services
• Collaborating with cross-functional teams to resolve customer issues and improve overall customer satisfaction.
• Maintaining accurate and up-to-date records of customer interactions in our approved systems.
• Continuously improving your knowledge of our products and services to provide better support to customers.
• Vetting not-for-profit customers according to specific criteria.
• Supporting and contributing to the review of existing programs and the design, development, and implementation of new products and services.
• Liaising with staff, managers, and other stakeholders to achieve team goals and objectives.
• Adhering to all relevant SLAs, policies, and procedures

About You

·        Demonstrated experience in providing customer support through phone, email, and chat channels.

·        Have a good technical understanding of technology and are comfortable discussing technology products and services.

·        Experience maintaining accurate customer records and proficiency in office software, email, and internet usage.

·        Proven ability to identify, analyse, and document customer requirements using various techniques.

·       Excellent communication skills both in written and verbal form.

·       High level of organisation, self-motivation, and fast learning abilities.

·       Adherence to policies and procedures.

·       Strong attention to detail.

What we offer:

• A great team to work with!

• Salary packaging benefits to reduce your taxable income to put more money in your pocket (check out cbb.com.au).

• Other additional benefits.

We’re passionate about taking care of our employees, so working with us means that you will also enjoy:

• Flexible work arrangements (including hybrid working)
• Additional leave provisions (paid parental leave supplement, annual leave loading)
• Health & wellbeing program
• Benefits for new parents
• Great learning and development opportunities
• Employee reward and recognition program
• Carbon neutral offices

Plus, at the end of the day, you can feel good knowing you’re working for an organisation that contributes to a fairer society. Can’t beat that!

Who are we?

Infoxchange is a not-for-profit social enterprise that has been delivering technology for social justice for over 30 years. With 160 staff across Australia, we tackle the biggest social challenges through the smart and creative use of technology.

We work with community, government, and corporate partners to solve issues around homelessness, family violence, mental health, and disability, as well as supporting Indigenous communities, women, youth, and families.

Our products and services are used by over 35,000 organisations across the community sector. We provide the right tools to improve efficiency and deliver greater impact – from nation-wide service coordination systems to IT advice for individual organisations.

And through our work in digital inclusion and social innovation we use technology to empower people experiencing disadvantage, driving social inclusion, and creating stronger communities. We believe no-one should be left behind in today’s digital world.

Read more about Infoxchange in our annual report at www.infoxchange.org

Infoxchange is committed to growing teams with diverse skills, abilities, and experiences. We welcome applications from people of all ages, abilities and cultures, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, people living with disability, people from the LGBTQI+ community, parents and carers.

We are a 2024 Circle Back Initiative Employer and commit to respond to every applicant who applies to work for Infoxchange.