Customer Service Advisor (SaaS)

TL;DR

Customer Service Advisor (SaaS): Providing first-line support for fitness and wellbeing consumers through phone, email, and chat with an accent on problem resolution and account management. Focus on maintaining high first-time resolution rates and managing payment-related contractual queries.

Location: Hybrid in Melbourne, Australia. Must be legally authorised to work in Australia (no visa sponsorship provided)

Salary: AUD 60,000 - 65,000 yearly

Company

hirify.global provides modern vertical software and embedded payments to simplify operations for membership-based and service-based industries.

What you will do

• Handle customer inquiries via phone, email, and chat to ensure a high first-time resolution rate.
• Resolve first-line queries regarding accounts associated with payment contracts.
• Manage overdue balances and collections in accordance with company policies.
• Escalate complex issues to the appropriate internal teams when necessary.
• Maintain accurate and detailed records of all communications in the administration system.
• Follow defined scripts for support and payment negotiations.

Requirements

• Legal authorization to work in Australia is mandatory.
• Excellent communication skills for interacting with stakeholders in Australia and New Zealand.
• Strong active listening, patience, and empathy to build positive relationships.
• Proven problem-solving skills with a rational approach to resolution.
• Attention to detail and ability to document issues concisely.
• Ability to meet service level agreements (SLAs) in a fast-paced environment.

Culture & Benefits

• Hybrid and flexible working model (2-3 days per week in the office).
• Paid Parental Leave benefit programs.
• Three extra #GiveBackDays for local community volunteering.
• Access to free mental health support.
• Dedication to Diversity & Inclusion via Global Mentorship Programs and a D&I Council.