Customer service consultant, Melbourne

Oxford University Press

Oxford University Press Australia & New Zealand (OUPANZ) is Australia’s oldest continuous educational publisher. As a department of the University of Oxford, we are proud to be furthering our objective of excellence in research, scholarship and education.

Our vision is to deliver world-class customer experience by focusing on loyalty and satisfaction and promoting OUPANZ’s customer-first culture in every interaction and support.

We now have the exciting opportunity for a bright, enthusiastic and well-organised individual to join our customer service & digital support team.

The successful candidate will be an experienced customer service professional with a ‘can do’ attitude who will:

• Support the sell-through or products by keying orders, and supporting customers with queries directly or through the sales team
• Be the key liaison, working with sales, to support the NZ and Pacific regions with queries, orders and product information
• To help resolve tickets to provision (set-up) customers within our digital product platforms, or close issues they are having with setup and initial usage.

They will have:

• Desired experience working in the New Zealand and/or Pacific markets
• Desired experience working with education booksellers and digital education resellers
• Minimum 2–4 years of experience in a customer service team
• Inbound and outbound call experience
• High written and verbal communication skills to respond to customers on the phone and over email
• Digital/SaaS setup experience—learning about new digital products and their setup to quickly help customers onboard
• Relevant tertiary degree completed or in progress
• Strong skills in MS Office suite including use of Excel to align customer data into templates.

In return we can offer:

• Flexible working arrangements, with Mondays and Fridays working from home and a monthly RDO
• Wellbeing programme, salary packaging, 2 days per annum volunteer leave and other enterprise-level benefits
• Varied learning and development opportunities
• Access to contemporary Docklands office and facilities close to Southern Cross Station.

Category: Jobs