Ref#: R0020012

Our mission.

As the world’s number 1 job site, our mission is to help people get jobs. We need talented, passionate people working together to make this happen. We are looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for job seekers.

The team.

In Client Success, our promise is to deliver best in class service to our clients, partners, and teammates worldwide. We focus on collaboration, the ability to adapt to client needs, and a passionate approach to service. We help our clients navigate through the ever-changing recruitment advertising landscape. A successful Client Success team member at Indeed is a service-obsessed, tech savvy, data-oriented, and team focused professional that supports clients using our multiple advertising products. 

An ideal person for this role is someone who thrives on building relationships, and executes with the client as the top priority. Our team members are true problem solvers who do not slow down until the perfect hiring solution is found. Every month, over 250 million job seekers count on Indeed to help them find jobs by publishing their resumes, processing their job applications, supplying company data, and providing a safe and secure job search platform. Our clients rely on us to connect them to qualified candidates for their job openings. Simply put, we help our clients help people get jobs.

The base salary range below represents the low and high end of the Indeed salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of Indeed's total compensation package for employees. Other rewards may include quarterly bonuses, Long Term Incentive Plan units, an open Paid Time Off policy, and many region-specific benefits. 

Sydney Base Salary Range: 72,000 - 95,000 AUD per year

Your job.

You will communicate directly with clients, primarily through phone, email and chat, and work closely with our internal Sales, Product and Technical teams to ensure a seamless experience with Indeed from the start. If you get excited about delivering outstanding, memorable experiences, facilitating creative solutions, and delighting clients at every turn, this is the role for you..

While supporting our client accounts and sales teams, you will hone your organizational skills and learn the art of prioritization to treat all clients like they are your only one. You will be responsible for the success of clients, while escalating and resolving technical, product, or account issues. You will also provide subject matter knowledge development and mentorship to your assigned team and provide leadership when Managers or Team Leads are unavailable. You will also be responsible for handling escalated calls from our clients and working with them to find a resolution that is "win win" for both the client and Indeed. Additionally, you will be responsible for meeting several metrics; however, emphasis will be placed on overall CSAT and average speed of answer. Additionally, you will be part of an unparalleled global team that supports, promotes, and lives and breathes a service culture.

  • Handle all escalated client issues
  • Oversee and review all refund submissions
  • Participate in testing of new products or tools and provide feedback to better the client and CS user experience
  • Provide on the spot support to phone channels
  • Provide support to work from home employees as well as employees in offices that are not your own
  • Provide, coach, and support to any employee looking to learn
  • Delivers light feedback to employees, escalates to manager when appropriate
  • Highlights performance or training concerns to Manager
  • Work to resolve any outstanding jira or product tickets - includes reminders to account specialists who have open tickets
  • Work as a change agent and assist in facilitating the positive and importance of any process or product change when account specialists have question on the floor
  • Collaborate with Search Quality and Product to appropriately escalate tickets
  • Gains advance access to product updates
  • Point of contact for internal teams to shadow
  • Conduct Escalation/Refund Training and other trainings as needed
  • Ensure Schedule Adherence
  • Point of contact when issues w/ channel working
  • Super User for All Systems
  • Meet and exceed all metrics for the role
  • Proper communication of product bugs - POC for CSP
  • When needed, backup Team Lead and Manager when they our out of office

About you.

Required Experience/Skills:
  • You learn quickly; Your curiosity and passion mean that you can get up to speed and have an impact from day one
  • Comfortable speaking with escalated clients to assist in resolving any account issues You are cool under deadlines and can easily organize and prioritize responsibilities
  • Passionate about change and energizing environments; You are flexible and able to go with the flow Can write and speak in an eloquent and clear manner via email, telephone, in-person, typewriter, beeper, tweet, etc.
  • Passionate about Client Services, love helping people and going above and beyond to make someone's day
  • 2-3 years experience in business-to-business (B2B) environments, experience with online advertising, Pay-Per-Click (PPC) advertising
  • Strong to expert level knowledge of Indeed products, processes and systems.

Preferred Experience
  • Knowledge of Gmail (including Google Suite/Google Docs), Salesforce, ShoreTel, Excel, and JIRA ticketing system
  • Experience with online advertising, especially Pay-Per-Click (PPC) advertising
  • Experience speaking with clients and decision-makers about advertising campaign metrics
  • Understand Boolean Search Logic
  • Ability to work under pressure, organize and prioritize responsibilities. What would life be like without change? Please be adaptable!
  • Bachelor's Degree or equivalent work experience
At this time, Indeed will not sponsor individuals for employment visas for this open role.

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