As a Customer Experience Specialist at arenaflex, you will play a pivotal role in delivering exceptional support and guidance to small business owners, bookkeepers, and accountants who rely on our payroll solutions. With a passion for creating great customer experiences, you will be the face of arenaflex, providing timely, accurate, and helpful responses to customers, and helping them navigate the complexities of our accounting application and service delivery platform.
**About arenaflex**
arenaflex is a leading provider of cloud-based accounting and payroll solutions, dedicated to helping small businesses and accountants thrive in a rapidly changing economic landscape. Our mission is to empower businesses to supercharge their growth, connect with the right data, advisors, and apps, and build a stronger economy that can change the world. As a Customer Experience Specialist, you will be part of a high-performing team that is passionate about delivering exceptional customer experiences and driving business growth.
**Key Responsibilities**
As a Customer Experience Specialist, your key responsibilities will include:
* Investigating and responding to customer cases in a timely and helpful manner
* Providing guidance and support to customers via email and phone, with a focus on delivering prompt, helpful, and easy-to-understand information
* Using deep product knowledge to surprise and delight customers with proactive calls and feature demonstrations
* Collaborating effectively with all teams across arenaflex to ensure seamless customer support and resolution
* Escalating priority issues and assisting in the prompt resolution of these
* Capturing and sharing feedback from customers regarding improvements to the arenaflex accounting application and its associated service delivery platform
**Success Looks Like**
To succeed in this role, you will need to demonstrate the following skills and competencies:
* Exceptional support and advice on how customers use their arenaflex subscription
* Adaptability to grow with the changing needs of our business and customers
* Effective collaboration with all teams across arenaflex
* Timely, accurate, and helpful responses to customers as per agreed targets
* Escalation of priority issues and assistance in the prompt resolution of these
* Capture and sharing of feedback from customers regarding improvements to the arenaflex accounting application and its associated service delivery platform
**What You'll Bring**
To excel in this role, you will need to bring the following skills and qualities:
* A passion for creating great customer experiences
* Clear and concise written and verbal communication skills
* An interest and understanding of technology and information systems
* A proactive approach to work
* A growth mindset
* Motivation to join a fun, friendly, high-performing team in a fast-paced and dynamic work environment
**You're Likely to Be**
If you're the right person for this role, you'll likely be:
* Empathetic – able to put yourself in your customers' shoes and understand their individual circumstances
* Committed – willing to do the best job possible to make customers' lives better
* Curious – always looking to find different ways of doing things
* Attentive – enjoying listening to customers and what matters most to them
* Connected – wanting to develop strong, trust-based relationships
* Courageous – confident to make decisions in the best interests of our customers and our business, to drive positive change
**Additional Information**
As a Customer Experience Specialist at arenaflex, you can expect:
* A generous paid leave policy, plus statutory holidays, to use however you'd like
* Dedicated paid leave to care for your physical and mental wellbeing
* An Employee Assistance Program to access mental health care for you and your family
* Health insurance, life insurance, and income protection
* Wellbeing and sports programs
* Employee resource groups
* 26 weeks of paid parental leave for primary caregivers
* An Employee Share Plan
* Beautiful offices
* Flexible working
* Career development opportunities
* And many other benefits that reflect our human value
**Why arenaflex?**
arenaflex is a collaborative and inclusive culture that values diversity and inclusion. We believe that a diverse workforce is a strength that enables businesses to better understand and serve customers, attract top talent, and innovate successfully. We are a member of Pride in Diversity, in recognition of our inclusive workplace. Our goal is to make sure you feel welcome and supported to do the best work of your life.
**Embracing Diversity and Inclusion**
At arenaflex, we encourage you to apply for this role, even if your past experience doesn't align perfectly. We believe that you could be just the right person for this role and arenaflex. If you have any support or access requirements, we encourage you to advise us at time of application and throughout the interview process.
**How to Apply**
If you're excited about this role and want to join a fun, friendly, high-performing team in a fast-paced and dynamic work environment, please apply to this job through the link below.
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