Customer Experience Specialist - Room for Advancement

Who are we?

Founded in 1993, Localsearch takes pride in being one of Australia’s largest digital marketing providers, offering support to over 300,000 local businesses nationwide. Our expansive Sales Team and dedicated Head Office staff extend our reach to assist clients wherever they are. At Localsearch, we encourage an environment of collaboration, trust, and inspiration to ensure our customers are accessing a range of digital tools to support their business in the evolving digital space.

Where are we headed?

Our vision is to be a key support for Aussie businesses providing leading digital solutions throughout Australia. We are committed to advancing our national presence as we embark on our journey of national expansion through 2024. All whilst upholding our core purpose: to provide hassle-free, affordable yet effective digital marketing solutions to help businesses grow.

What will you do?

As a Customer Experience Specialist, you will be integral to the Customer Experience team. We put the customer at the heart of everything we do within our digital experiences and as an ambassador of the Localsearch experience you will receive support, training, and perks to excel daily and develop throughout your career.

• Act as a point of contact for our clients via email and phone (inbound and outbound) ensuring a high standard of customer experience is provided.
• Actively listen to clients' inquiries and concerns. Provide accurate and timely responses to client inquiries, offering solutions or appropriate resources when necessary.
• Handle objections and address customer concerns by employing effective objection handling techniques, while maintaining a positive customer experience, even in challenging situations.
• Collaborate with other teams and departments to resolve complex issues and ensure client satisfaction.
• Build strong relationships with clients around their digital marketing products such as Localsearch, Websites, Google Ads, SEO, and Facebook marketing.
• Encourage customers to maximise their digital potential through succinct explanations of their digital product suite (full training provided).
• Have a great understanding of the power of digital marketing campaigns, and relay this to your clients (full training provided).
• Add value through proactive identification of opportunities for continuous improvement, resulting in an enriched customer experience.
• Collaborate with others within your team to share ideas.

Who are you & what do you bring?

We are looking for a customer experience enthusiast driven by passion and with a keen eye for detail, you will be working closely with a team of exceptional specialists focused on supporting customer-centric, customised products. There will be many opportunities available to learn and grow within this role.

Required:

• Customer focussed
• Proficient in objection-handling techniques
• Strategic thinker, creative and flexible
• Exceptional attention to detail
• Progressive attitude, pioneer of dynamic and innovative customer engagement methods
• Innovative ideator who thrives on promoting positive customer-led outcomes
• Exceptional presentation skills, written and verbal
• Proactive and succinct communication, interpersonal, and organisational skills

Nice to have:

• Previous experience working with SEO, SEM, Social and/or related digital products
• Demonstrated customer service excellence in a digital or related industry

Why it's great to work with us!

• Amazing employee benefits – paid parental leave, free car parking, discounted local gym memberships, in-house café with barista-made coffee, employee referral program, 24/7 access to online retail discounts, tenure & birthday rewards, and that’s just to name a few…
• Great location – we’re directly opposite Robina Town Centre, easily attend to errands, grab a bite, or go shopping, all on your lunch break!
• Culture is important to us – we celebrate success with a company-wide annual conference. We support our staff with recognition programs to show extra appreciation for high performers, those who show great customer service, and for embracing our company values and culture.
• Stimulating work environment – our colleagues come from all walks of life and bring unique skills and experience to our environment. We love to have fun, connect, and genuinely enjoy coming to work!
• Establish your career – with access to development initiatives such as our internal Mentoring Program and on-the-job training, we can help you forge a meaningful career pathway. We support professional and personal growth and are committed to providing our employees with every opportunity to succeed.
• Well-being – we value the health and well-being of our team members, with a well-being program focused on physical, mental, financial, and community initiatives.

APPLY NOW!

At Localsearch we are committed to providing an inclusive workplace and are proud to be an equal opportunity employer. We celebrate, support, and thrive on diversity. We seek to recruit, develop, and retain the most talented people based on merit, competence, and performance. Our goal is to represent, at all job levels, the clients we serve.