(CX) Customer Experience Consultant

Partnering with parents and school communities, at Junior Adventures Group (JAG) our goal is to help today’s children navigate their tomorrow by supporting children's development through play in fun, engaging environments. We live and breathe our company values every day by being considerate, passionate, courageous, and making a difference.

🌟 Join Our Team - We're Hiring! 🌟

Full-Time | 6-Month Contract (with possibility to extend) | Hybrid Working

Help families navigate the moments that matter.

As a Customer Experience Consultant, you'll be a trusted point of contact for families, providing support via phone, email and online chat. You'll investigate enquiries, resolve issues and help customers find solutions during important moments that matter.

This is a varied role where no two days are the same. You'll balance customer interactions with administrative tasks, work across multiple systems and develop expertise in a complex and rewarding industry.

About you

You are customer-focused, resilient and enjoy solving problems. We're looking for someone with strong people skills, a positive attitude and a genuine desire to help others.

The details

- 38 hours per week
- Monday to Friday rotating roster between 8am-8pm
- First 4 weeks 9am – 5pm in-office for training
- Hybrid work model after onboarding
- Full Australian working rights required
- Initial 6 month contract offered with possibility of extension to permanent role

Recruitment Process

As part of our recruitment process, shortlisted candidates will be invited to complete a short online video interview. This gives you an opportunity to showcase your communication style and customer service skills, so we encourage you to approach it as you would a face-to-face interview.

Following this stage, selected candidates will be invited to meet with our team via Microsoft Teams. This is a chance for us to learn more about you, while giving you the opportunity to learn more about the role, our team and what it's like to build a career with us.

Responsibilities

Respond to customer enquiries via phone, email and online chat; Assist families with bookings, billing, payments and subsidies; Investigate and resolve customer issues and account enquiries; Maintain accurate customer records across multiple systems; Deliver professional, empathetic and solutions-focused support

Requirements

Customer service experience in a contact centre, collections, hospitality, retail, education, OSHC or similar environment; Strong verbal and written communication skills; Strong problem-solving ability and attention to detail; Confidence working across multiple systems as well as learning new systems and processes; Empathy and professionalism when handling sensitive matters

Benefits

Hybrid working with flexible rostered work-from-home opportunities; Varied role across phone, email, online chat and administration; Supportive team culture with ongoing coaching and development; Meaningful work helping families access quality care and education; Opportunity to develop valuable customer experience skills