<aside> 📍 Sydney, Australia

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<aside> ⏰ Permanent, full-time

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We are continuing to grow as a business, and are looking to add to our current team to help deliver the best possible experience for our customers and partners. We’re looking for someone with a vibrant and fun personality to join our team, and help grow Hnry rapidly across Australia and New Zealand. This role provides a great opportunity to get first-hand experience of working in a fast-paced scaling environment, alongside a highly motivated team, as well as the opportunity of becoming responsible for the overall Hnry customer experience.

Customers are at the heart of everything Hnry does and we are looking for self-motivated Customer Care Specialists who can work effectively in a fast-paced environment.

Our Customer Care Specialists are responsible for developing customer relationships that promote retention and loyalty, working closely with customers to ensure they are engaged, excited and satisfied with the service they receive, as well as canvassing customers on areas where we could improve.

🚀 Responsibilities

• Deliver front-line support to customers through in-bound phone based communication and provide well written follow up information via web chat or email
• Setting customers up on Hnry, and managing customer data
• Conducting follow-up calls with new customers and providing them with assistance as required
• Managing customer feedback/engagement
• Assisting in the writing/maintenance of online help articles
• Conducting “Call Back” requests from prospective customers to provide information about Hnry
• Educating customers on the capabilities of the Hnry service so they are encouraged to continue using and promoting the service
• Adhering to established customer support practices to ensure customers receive the same quality of service regardless of who they deal with
• Providing feedback to other business units and the wider team to optimise the customer experience based on customer interactions

<aside> 🤩 Jordan - Customer Care Team Lead

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🫵 You will

• Be a self-starter that takes initiative and seeks out ways to make things more efficient
• Be financially literate or have the ability to learn finance/tax lingo
• Have the ability to thrive in a fast-paced and changing environment
• Be a team player who is willing to muck in
• Have strong verbal and written communication skills (good phone manner, spelling, grammar are critical)
• Have fantastic interpersonal skills, and in particular a strong empathetic personality
• Have a strong attention to detail, organisational skills and self-sufficiency
• Be proficient in Google suite or other office software
• Have technical aptitude and the ability to learn software programs
• Have the right to work in Australia

Bonus points for the following:

• Previous experience with customer service tools such as Intercom
• Experience working within a financial institution and/or experience being self-employed (freelancing, contracting etc) in any industry/profession
• Experience of working in a fast-paced, agile workplace

💪 How we work

• We are a fast-moving, highly collaborative and motivated team, that is growing quickly
• We have a relentless focus on the customer, and on delivering great experiences to ensure we maintain our high rate of customer referrals
• We take a data-driven approach to everything we do, making decisions based on user behaviour - constantly tweaking and optimising to improve.
• We follow agile practices, delivering improvements iteratively in small chunks. We track the impact of our work and measure ourselves based on delivering measurable contributions towards agreed targets.
• We encourage experimentation - whether that's experimenting with new tools or techniques, or experimenting with new channels
• We invest in our people, and provide opportunities for career growth and progression
• We work hard and we finish on time, no crazy hours.

<aside> 💰 Salary banding: $55,000 - $60,000 per annum

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✏️ How to apply

Does this role sound like a good fit? Complete the **Hnry Job Application Form.**