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Customer Success Specialist (HELiO)

  • Queensland, QLD, Australia
  • Flight Centre
  • Full time

 

We are seeking a forward-looking individual with passion for and knowledge of the Travel Industry to deliver features and solutions that contribute to the long-term success of one of Flight Centre’s key platforms.

As a Customer Success Specialist, you will be responsible for developing customer relationships that promote the adoption of products and platforms. You will be engaged in the day-to-day operations and customer management to foster confidence, trust, and loyalty.

This role will sit in the Consultant Commerce ShopX team under the Product Management and Engineering space, and will primarily focus on HELiO’s success as Flight Centre’s one-stop booking engine and platform.

This exciting new opportunity will see you in the unique opportunity of servicing the platform on a daily basis, building engagement channels with its key customers, and providing that feedback loop into the direction and future of HELiO.

You will work closely and get exposure to a variety of teams and functions, including but not limited to business and operations, product management, UX/UI design, business analysis and quality assurance.

 

The Role:

 

  • Managing and resolving day-to-day requests for support, questions, and inquiries about functionalities and features
  • Performing 1 st-level troubleshooting and problem diagnosis before engaging HELiO Product and/or Support teams
  • Investigating and diagnosing core user issues and developing resolution plans or workarounds to ensure minimal disruption to business and consultant experience
  • Engaging the appropriate product management or support teams upon triage and categorisation of inquiries
  • Documenting and building out appropriate documentation or other training materials to assist business and operations teams with processes
  • Developing into a subject matter expert (SME) on HELiO with the ability to upskill stakeholders and customers on the platform
  • Providing insight into trends of inquiries and gaps as input to the HELiO product backlog and roadmap
  • Driving effective communications between various stakeholders and the HELiO product and support teams to ensure issues and complaints are quickly and effectively resolved

 

The Person:

 

  • 3+ years’ experience in the travel industry
  • 2+ years’ experience in a customer-facing role
  • Strong communication skills, both verbal and written
  • Demonstrated experience in reactive and proactive problem solving focused on improving day-to-day busines operations
  • Ability to present and effectively engage with internal stakeholders
  • Demonstrated experience in delivering training to customers
  • Excellent written and verbal communication skills
  • Ability to be a team player in a cross-functional team with a collaborative mindset Desired
  • Direct experience in customer service and/or customer success roles

 

What’s in it for you?

 

  • Flexible work environment  – split you time between working from home and our global head office in Southbank
  • Travel discounts and deals 
  • Discounted financial and health services 
  • Access to our 24/7 gym located at Global HQ
  • Global career opportunities in a network of brands and businesses
  • Ongoing training and professional development

 

**We offer flexible working arrangements, including working from home, however we are not able to offer fully remote working in this role**

 

 

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