Job Location: Melbourne, Victoria, Australia
Job ID: 00109040-1
Come
join Intuit and play a key role in helping small businesses and
accountants succeed around the world. As a Service and Support
Specialist within the Customer Care team, you will be pivotal in
delivering an awesome product and service experience for customers using
our online suite of products.
Our
new vision for customer care is to create a consistently delightful
customer experience through a culture of customer-centric thinking that
will dramatically impact our Net Promoter Score and drive revenue
growth. We are embarking on a major cultural shift from focusing on
traditional call center metrics, to delighting customers by solving
their problems while demonstrating that we care.
We
are looking for Intuit customer ambassadors who can live and breathe
our Intuit values and are passionate about creating a uniquely positive
customer experience and showing our accountant partners and small
businesses how much we Care about them. If you have a commitment to
excellence, a desire to delight customers and want to be a member of a
spirited team, read on!
Primary responsibility:
Help small businesses and accountants succeed by:
- Solving problems and delivering an experience so profound that customers love using our products and services and actively recommend them to others
- Delivering a service experience that shows how much we care about them.
- Ensuring customers have the tools and knowledge they need to run their business
- Learn and utilise specific software tools and problem solving strategies to solve for customer issues and continuously improve our processes
- Create online help content (articles, community posts, etc.) to document previously unknown solutions and help a large group of customers
Qualifications
- Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone, chat and email
- Experience in accounting or small business bookkeeping supporting Australian small to medium sized businesses
- Good judgment with excellent problem-solving skills and the ability to learn Intuit products
- Web Savvy – being online is second nature to you
- Ability to manage multiple priorities within a fast paced environment.
- Positive disposition with a great sense of humour
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