About

Purpose of the Hat - The function of this role is to… Offer assistance to all SpacetoCo customers. Aid various divisions of SpacetoCo, including onboarding, sales and success. Maintain thorough records of all communications and activities using designated tools. The valuable final product of a Customer Service Representative is to ensure our customers are provided with a positive, engaging experience when directly dealing with the SpacetoCo team. This is achieved by meeting Key Performance Indicators (KPI) whilst ensuring high levels of customer satisfaction. KPI / Stats: First Response Time (FRT) Phone: 80% of calls answered within 20 seconds Email: 90% of emails answered within 24 hours Live Chat: 80% of chats answered within 1 minute Social Media: 80% answered within 1 business day Average Resolution Time (ART) 12 hours and under Customer Support Score (CES) - is 80% and above Customer Satisfaction Score (CSAT) - is 70% and above Accountable for: A CSR is accountable for ensuring customer satisfaction through effective communication and problem resolution. Responsible for: Providing support to hosts and guests of all levels of SpacetoCo through various channels such as phone, online chat, email and social media. Identifying and raising any Knowledge Base Articles that require updating to the Customer Success Manager for revision and enhancement. Collaborating with the onboarding and sales teams to facilitate the creation of new accounts and the development of spaces. Conducting quality assurance checks on existing accounts based on guidelines provided by the Quality Assurance Manager. Assisting in the accounts receivable process as needed, ensuring timely and accurate transactions. Monitoring and striving to maintain customer service KPI’s and statistics at or above the set limits, ensuring high standards of service delivery. Various undefined activities that contribute to the support of our customer users Monitor Decline and Expired bookings from non-active Casual Hosts. Skills Sets and How to Complete the Work: Here's a list of software used by your company along with their respective purposes: HubSpot: SpacetoCo's Customer Relationship Management tool (CRM) utilised for maintaining current and accurate records of contacts, users, sales quotes, support inquiries, and other related data. Atlassian (JIRA and Confluence): JIRA is employed for task management, including tracking tasks, issues, and project management, while Confluence serves as an internal document management system for collaborative editing and sharing of documents, meeting notes, and project documentation. Stripe: A payment gateway utilised for processing all credit and debit card payments made by casual and regular hirers. It handles payment processing securely and efficiently. GoCardless: Another payment gateway used for processing all direct debit payments specifically for regular hirers. It provides a solution for collecting recurring payments via direct debit efficiently. Aircall: The chosen phone system integrated with HubSpot, facilitating communication with customers and clients. It provides features such as call forwarding, voicemail, call recording and call analytics to improve customer interactions and streamline communication processes. POSITION DESCRIPTION Customer Service Representative, SpacetoCo Area of Operation Description Key Stat Area of Operation Description Key Stat Creating an exemplary experience for our customers through various channels of support which are monitored and reported on by Service Level Agreements (SLA), First Response Times and Average Handling Times Customer Service & Communications Online Chat 80% of chats Answered within 60 seconds Email 90% of emails answered within 24 hours Inbound Phone Calls 80% of calls answered within the first 20 seconds Average Handling Times Customer service enquiries closed out within 12 hours or less from first response time. Customer Satisfaction Customer Support Score (CES) 80% and above Customer Satisfaction Score (CSAT) 70% and above Quality assurance activity in relation to existing spaces, accounts and guests using the platform Quality Assurance New Lead Qualification Checks Reviewing new host account creations and leads to identify bigger opportunities and prequalify them for our sales team # of checks completed Account Revision Reviewing existing accounts and providing support to the Quality Assurance team in identifying # of accounts reviewed Quality of information provided to the QA manager Additional tasks and duties that you may be asked to assist in the progress and mission of the company. Note: These particular task is not measured however are looked at from a performance and understanding perspective. General and Operational Activity Account creation Accurate and relevant venue information inputted into new SpacetoCo accounts to support our onboarding and sales teams Support provided to our onboarding and sale teams Quality of information inputted into new accounts Accounts Receivable Assisting the Support Team Leader in following up outstanding debtors Making first contact with new outstanding debtors. Assisting in updating new payment information on behalf of SpacetoCo’s customers ensuring all payment information taken is kept safe and secured as per the Australian Privacy Act 1988 and New Zealand Privacy Act 2020 Expectations for Customer Support The following outlines the critical, non-negotiable expectations for the Customer Support Specialist role. Adherence to these expectations is essential for maintaining a positive and productive work environment and ensuring high standards of service delivery. Meet and Exceed Support SLAs: You are expected to monitor and consistently work towards achieving customer service KPIs and statistics. Key metrics include maintaining an 80% or higher Customer Support Score (CES), a 55 or above Net Promoter Score (NPS), and a 70% or higher Customer Satisfaction Score (CSAT). Provide High-Quality Customer Support: You will be responsible for providing support to all users of SpacetoCo through various communication channels, including phone, online chat, and email. Your goal is to deliver helpful and timely assistance. Adhere to Response Time Targets: It is critical to meet the following response time goals: Phone: A service level of 90% or above. Email: An average first response time of less than 24 hours. Live Chat: An average first response time of less than 1 minute. Support Onboarding and Sales Teams: You will collaborate with the onboarding and sales teams to help facilitate the creation of new user accounts and the development of spaces in both live and demo environments. Conduct Quality Assurance: You will be assisting in quality assurance checks on existing accounts in accordance with guidelines provided by the Quality Assurance Manager. Contribute to Project Work: Be prepared to engage in various undefined activities that contribute to the overall support of our customer base and ongoing project initiatives. Punctuality and Presence: You must arrive on time for your rostered shifts and be present during those hours. Any changes to your schedule must be discussed with your line manager in advance. Scheduled Hours: Your rostered hours may vary depending on team needs, and can include shifts from 6 a.m. - 2 p.m., 7:30 a.m. - 3:30 p.m., or 9 a.m. - 5 p.m. on Mondays, Tuesdays, Wednesdays, or Fridays. Maintain Open Communication: Keep an open line of communication with your team members and line managers to ensure everyone is aligned and aware of important updates. Foster a Positive Work Environment and Embrace Improvement: You are expected to contribute to a collaborative and positive team environment. We encourage you to be yourself and have fun at work. Additionally, we value your ideas for improvement, so please bring any solutions for process or work enhancements to your manager. Three-Strike Policy: Please be aware that this engagement is subject to a three-strike policy. Three warnings for not adhering to the above expectations will result in the termination of your Upwork contract.