Customer support agent (casuals), Melbourne

Cengage Learning Pty Ltd

This is an exciting opportunity for someone with strong customer focussed values dedicated to assisting educators and students.

Are you passionate about providing exceptional support for customers? Then this customer support agent role is for you.

A little about us:

Cengage creates learning solutions that use technology, pedagogy and content to enrich student engagement in the school, higher education/vocational and professional and ELT educational sectors. We are passionate about learning, innovation and engagement. We seek to employ the best people to deliver inspiring, innovative and sustainable educational solutions for our customers.

What we’re looking for:

We are a dynamic and unique customer support team looking for friendly, dedicated and enthusiastic casuals to join us for a six-month period. You will be tech savvy, have outstanding customer service skills and will be eager to meet and exceed our customers’ expectations providing phone and email-based solutions.

Responsibilities:

• Provide ‘one-stop’ assistance to customers
• Provide optimum level of support to all customers
• Troubleshoot and resolve print and digital product queries
• Provide first-tier digital support
• Navigate various programs/platforms to resolve issues.

Skills/attributes:

• Proven experience in customer support/technical support role or similar
• Experience with Zendesk is desirable
• Strong customer service skills and values
• Friendly, transparent, and proactive communication, excellent telephone manner
• Ability to multi-task whilst maintaining organisation and attention to detail
• Analytical thinking to effectively troubleshoot computer-related problems
• Ability to guide customers through various company websites and platforms
• Ability to assist customers in technical issues and concerns
• Working knowledge of major browsers.

What we can offer you:

• Access to our wellbeing employee assistance program
• Professional development hub which includes access to online training courses
• Free access to onsite gym and end of trip facilities
• Publisher’s and staff Discount
• Hybrid working arrangements with access to a new office fit-out in South Melbourne.

These casual positions are rostered between the hours of 8:00am to 5:00pm, Monday to Friday, when the customer support team is operational. A Police Check is required for this position.

Applications quoting reference number CSA4622 should be submitted to the human resources manager via email aust.employment@cengage.com by Friday, 19 November

Category: Jobs