hipages Group is hiring a

Customer Success Specialist

Sydney, Australia

About the company

Hi. We're hipages. We're all about transforming the home improvement industry.

Founded in an Aussie garage 12 years ago by two great mates, we've continued to reinvent and refine what we do, becoming Australia's number 1 site to hire qualified, trusted and verified tradies.

We've developed innovative products, using cutting edge technology, solving everyday problems that have plagued homeowners and tradespeople for years. This is a longstanding industry and we're excited to help reshape it!

Our talented, friendly and passionate team have many achievements to be proud of, including winning awards such as BRW's Best Places to Work, BRW's Fast 100, Deloitte's Tech Fast50, Australia's Most Innovative Company Awards and 2016 Smart50 Top Digital Innovator.

This is an exciting period of growth for us.  We are fast on our way to becoming a household name and are determined to make life easier for homeowners and tradies Australia wide. We need more great people to join the team and help us get there.

Sound like a challenge you are up for?

About the role

This is a really important role in our business, and as such receives huge recognition.  You will drive conversion rates up and retain our client base of tradies.  You will turn customers in danger of leaving into happy and engaged customers who want to stay on the platform and you will be remunerated generously with a competitive salary and bonuses. You will also be led by a dynamic manager who truly knows how to engage with the team and will keep you motivated and loving your job.

The Task

  • Handling and overcoming objections with clients who are wishing to cancel - 80% outbound calls
  • Resolving escalated issues to satisfy clients and prevent churn
  • Increasing Renewal Conversions
  • Identifying opportunities to increase value to customers
  • Maintaining and communicating up-to-date product knowledge
  • Communicating themes that are causing customer frustration into the product department

Skills and Experience

You will succeed at hipages if you are a team player, work hard and are respectful of others.  You will also need to be passionate about what you do and determined to achieve results - fast.

  • You will be thick-skinned, resolute and resilient and also enjoy a laugh
  • You will have experience in a call centre environment, ideally with Retentions as part of your role.  
  • Your roles will have involved sales and customer service
  • Exceptional listening and relationship building skills.
  • Ability to overcome objections and get customers to see value in the products.
  • Ability to work in a fast paced environment
  • Proficiency in multi-tasking, prioritisation and problem solving 
  • Ability to work in a team environment as well as autonomously

Benefits

  • You'll join a growing company where you can make a real and valuable contribution
  • You'll be working with a strong, established sales team and passionate leadership who are constantly breaking records
  • You will work with leading edge systems and tools
  • You'll receive a competitive salary, plus real opportunities to earn a lot more with our generous uncapped commission structure
  • We are located in the heart of the hustle and bustle - Sydney's CBD
  • We are invested in Learning and Development for all staff
  • As soon as you start you get to become an owner of the business (through employee shares)

Culture

At hipages, no 2 days are the same and our pace is fast.   Our diverse and inclusive culture drives our success and makes us a great place to work - we celebrate the individual!  We strive to empower our team to feel free to be themselves so they can unleash their maximum potential.  We are a team of down-to-earth people who genuinely work together as a team to "make it happen".  This is hipages' DNA.  We also love celebrating -  everything! Birthdays, babies, big wins, little wins and anything in between, our company awards and events are legendary! Check out our Instagram #hipagesteam to get the picture.


                                                 If this sounds like you, welcome home!