Client Support Specialist at Sourcefit

As a Client Support Specialist, you will play an instrumental role in executing our strategic objectives of establishing ourselves as a top-tier provider of integrity risk services in Australia. This position acts as a crucial ‘front line' contact point, delivering our distinguished Speak Up Integrity Hotline programs to our clients. Our work environment is dynamic, and fast-paced, and requires someone who can manage multiple tasks simultaneously, with exceptional attention to detail. The role demands the provision of a first-class experience to everyone you interact with, ensuring we deliver on our promise of a best-in-class Speak Up and Whistleblower program.

Job Details:

• Work from home 
• Monday to Friday | 9 AM to 6 PM (Sydney time) 
• *Following the Australian holidays
• *1-2 weeks shutdown period towards the end of the year 

Responsibilities:

• Client Support:
  • Monitor and respond to client support requests received at our Core Support Email address. Track each request on the Client Support dashboard, ensuring our platform provider, ClearviewConnects, responds promptly.
• Implementation Projects:
  • Support the implementation of Speak Up Integrity Hotline projects by attending initial meetings, preparing, and issuing our standard requirements form to the client.
• Client Quarterly Business Reviews (CBRs):
  • Schedule and prepare for CBRs, creating PowerPoint presentations and taking meeting notes, ensuring all actions are agreed upon with the Director.
• CRM Maintenance:
  • Update client details and contacts on our CRM platform, Zoho, and set up potential client deals.
• Invoice Management:
  • Set up Invoice Alerts in Xero and ensure invoices are approved by the Director.
• Presentation Preparation:
  • Prepare presentation slide decks for business development or client meetings using standard packs.
• Task Management:
  • Prepare and monitor task lists on Asana (or Zoho), providing progress updates to the Director.
• Client Meetings:
  • Schedule and accompany the Director to client meetings, take notes, confirm actions, and update CRM with meeting notes.
• Speak Up Reports:
  • Respond to reports received via email and in ClearviewConnects, adhering to our Standard Operating Procedures (SOPs).
• Customer Service:
  • Deliver a 'wow' customer service experience, displaying empathy, patience, and understanding with all clients.
• Professional Development:
  • Maintain professional development and contribute positively to the company's Planning Framework, contributing to our Annual Priorities, Quarterly TOPs, Weekly Goals, and Daily Huddles.

Qualifications:

• At least 3 years of experience in customer service 
• Demonstrated integrity and professionalism in all aspects of work.
• Proven track record of operational excellence, with high-quality work produced in a timely manner.
• Experience in contributing positively to team culture, demonstrating a sound understanding of 'team.'
• Demonstrated ability to collaborate with others to achieve individual and group goals.
• Prior experience in a fast-paced customer service environment.
• Proficiency in Microsoft Office Suite.
• Experience with Asana and Zoho is a considerable advantage.
• Strong attention to detail and the ability to switch between tasks effectively.
• Excellent time management skills and a proven ability to multitask effectively.
• Strong verbal and written communication skills, with the ability to effectively communicate with clients.
• Self-driven with a sense of personal accountability for outcomes.