Hnry takes the hassle out of being a self-employed individual by taking care of all the financial admin - everything from Invoicing and Payments through to Expenses and Taxes. We're taking a traditionally labour-intensive and stressful set of tasks, and automating them wherever we can, delivering great experiences and online tools for our users, and making their lives easier.
As recognition by our customers that we are delivering a life-changing experience, Hnry recently won People’s Choice FinTech of the Year at the 2023 Finnies Awards!
Customers are at the heart of everything Hnry does and we are looking for a self-motivated customer success specialist who can work effectively in a fast-paced environment, and help to support the rest of the team in continuing to deliver the exceptional level of customer experience our customers have come to expect.
Reporting into our Customer Operations Manager, the Customer Care Specialist is 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.
You will be dealing with a diverse range of customers and all of your interactions will require strong emotional intelligence, and an ability to understand and interpret, sometimes complex, tax queries.
Providing frontline support to customers, answering queries raised via web chat, email and phone
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
Writing/maintaining online help articles
Conducting “Call Back” requests from potential customers to provide information about Hnry
Educating customers on the capabilities of Hnry 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 technical staff and the wider team to optimise the customer experience based on customer interactions
Be a self-starter that takes initiative and seeks out ways to make things more efficient
Be financially literate with a rudimentary understanding of Australian Tax obligations for individuals
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