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

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 other business units and the wider team to optimise the customer experience based on customer interactions

ALT

🤩

Nina - Customer Care Manager

🫵 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 New Zealand

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

ALT

N:B Occasional weekend work will be required, based on a rotational roster.

💰

Salary banding: $55,000 - $60,000 per annum

✏️ How to apply

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

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