Customer Retention Officer - Belong

  • Job Number: JR-10006314
  • Employment Type: Permanent Full Time
  • Location: VIC: Melbourne
  • Opening date: 14/01/2020 12:00 AM AEST
  • Closing date: 23/01/2020 11:59 PM AEST
  • Applications close in: 3 days time

First Peoples First

At Belong we are committed to Acknowledging the First Nations Peoples of Australia, as Traditional Owners and Custodians of the land and waters. Australia’s First Peoples are the oldest continuous culture on the planet. We humbly pay respects to their Elders past and present.

How do we Belong?

Belong started in October 2013 with the purpose of helping Australians to get great value home broadband and – since October 2017 – great value mobile plans.  While connectivity services should be boring, it is an essential service in modern life, and it causes grief when it doesn’t work or when customers feel like they are being ripped off.  So we try to keep things simple, give customers choice and control, and take responsibility when things goes wrong.

How will you Belong?

Together we’re different.  We don’t have to be the same to Belong.

The battle for talent is intense, and we are acutely aware that good people have many options.  Our success depends heavily on building a high quality team, and we are grateful that you are considering taking a chance on us.

We are building a community of people who are encouraged to bring their whole selves to work.  In a market characterised by brutal levels of competitive intensity, sameness is the enemy, and difference is a source of competitive advantage.  We don’t want you to join just to “fit in”, we want to you to bring your magnificent weirdness to work and Belong.  One of the reasons we are interested in you is because we are excited by the impact you might have on our culture.

Hopefully, this celebration of difference enhances our ability to understand customers, and to obsess about their struggles and aspirations.  When we get it right (it doesn’t always happen but we try), this understanding helps us to develop breakthroughs in product, service and strategy; breakthroughs that make a difference for customers and for our business. 

While some effort has been poured into writing this Success Profile, we also acknowledge that it will get chucked in the bottom drawer on day one.  That’s because you know that hubris is the enemy, you agree that “ownership” of functions is meaningless in the modern world, and you share our passion for hustle, having a go, curiosity, relentless cooperation, and helping everyone in the team to win … for our people and for our customers.

How we work

We are all co-located in Melbourne and work together with other Belong teams intensively every day. We use Human Centred Design in front of Agile delivery practices. We are highly focused on automated testing and deployment through CI/CD. We embrace continuous learning through optimisation and testing. We aim to build a highly automated, personalised and optimised experience for each of our individual customers.

What we are doing

We are developing a reusable, atomic design framework and selecting and implementing tools to fully automate digital content creation and delivery. We are about to decide and implement our site components: my account, shop, chat, analytics. We are working closely with other product owners to design new end-to-end customer journeys. Within the Customer Experience team, we are ensuring we all live our Target Customer Experience principles.

What is the role?

The Retention role is designed to strengthen and retain customer relationships through meaningful and transparent conversations when expectations are not met, reduce the amount of cancellations to maintain customer base, reduce complaint volume associated to cancellation requests and improve the quality of the service provided to our customers via capturing data around complaint and cancellation requests.

The experience & capabilities you’ll bring:

Structured Problem Solving –Ability to combine intuition with prescribed problem solving methodologies to uncover root causes of issues with devices
Customer Focus – Adopts a customer perspective in all interactions
Communication – Exchanges information and ideas verbally and in written form in a clear and concise manner
Quick Learner – Ability to pick up new concepts quickly. Structure approach to work at different levels detail when required
Results Delivery - Demonstrates a strong achievement / results orientation .Ability to deliver results directly and through others, Excellent time management skills.
Initiative – able to be self motivated and drive initiative through day to day processes

How you’ll be measured (KPIs):

 

Customer Retention
Customer Experience
Complaints Reduction
First Call Resolution
If you have a true passion for customer care and like the idea of creating your own future, then we would love to hear from you. Apply Now!

Apply Now
  • Job Number: JR-10006314
  • Employment Type: Permanent Full Time
  • Location: VIC: Melbourne
  • Opening date: 14/01/2020 12:00 AM AEST
  • Closing date: 23/01/2020 11:59 PM AEST
  • Applications close in: 3 days time