Customer Service Representative assisting patients in hospital registration at Intermountain Medical Center. Fast - paced role focusing on excellent customer service during check - in and information collection.
About the role
- Customer Experience Associate providing support through an app for runners in Sydney. Involves customer interaction, support events, and technical assistance in a hybrid work environment.
Responsibilities
- Customer Support on Intercom: Responding promptly to customer inquiries via our in-app customer experience platform to a world-class standard; helping our customers get the best possible experience from the Runna App and ultimately helping them to achieve their running goals and love their training along the way! We want to provide the best Customer Support in the Health & Fitness Industry and want to find ambitious individuals who want to help us take that next step
- Supporting our Community with Technical & Coaching Escalations: You’ll be up-skilled to help our Customers with their Coaching and Technical queries in intercom! Whether that’s an issue syncing a run to Strava, or understanding how RPE works, we’ll help you to provide industry leading responses to our Community - proving an experience so good that they have to tell their friends.
- Owning our IOS, Google & Trustpilot review platforms: We’ll be leaning into your customer service experience expertise to help respond to our Customer reviews! You’ll be responsible for responding and outreaching to members of our Community who have had a poor experience with Runna, in the hopes that we can turn it around. You’ll liase with our Product team to organise feedback sessions with Customers to make sure we’re building an App, driven by Community feedback.
- Supporting at local Runna Events in Sydney: Where possible, we’ll involve you at Runna Events! We want our Customer Experience Team to be as close to our Community as possible. We’ll invite you to Runna Events (Shake-Out Runs, Ambassador Events, Marathon activations) to give you the opportunity to support our Community in real life!
Requirements
- Previous experience in an online customer facing Role. Experience using tools such as Intercom & Zendesk are a bonus!
- Flawless written communication skills speaking to Customers in an online capacity!
- Personable & Empathetic are characteristics you live by
- An eye for detail: You’re vocal as to how we can make our customer’s experience even better.
- Confident at working towards targets & deadlines like CSAT & Customers Served Per Hour. Due to the number of tickets we receive on a daily basis, we have certain targets that we need to meet to make sure our support is sustainable!
- Able to work Saturday, Tuesday & Wednesday 8:30-5:30pm
- You have the right to work in Australia (We unfortunately can’t accept applications for anyone on a WHV).
- You can come into our Sydney office on York Street at least 2x a week to collaborate with the team!
Benefits
- Our aim is to keep the interview process as straightforward and enjoyable as possible
- Please let us know if there’s anything we can do to better accommodate you throughout the interview process - this can be from scheduling interviews around childcare commitments to accessibility requirements. We want you to show your best self in the process, so please speak to your Talent Partner!
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Customer Service Representative supporting patients during the hospital registration process. Utilizing technology to collect information while providing compassionate service in a fast - paced environment.
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