Client Support Representative

• 26 days' annual leave, including 1 for your birthday
• Permanent Full-time position located in Sydney
• Join our supportive and collaborative work environment and become a significant part of the team

Role

The CPD Client Support Representative is responsible for responding to inbound client and subscriber queries via phone, chat and email for Kaplan’s online Ontrack product, providing product training and managing subscriptions.

Ontrack is a unique online CPD solution for both organisations and individuals who are obligated to meet ASIC’s compliance requirements for RG146. We provide our subscribers with engaging multimedia content, along with effective reporting functionalities and tracking tools that helps manage a business’s CPD requirements.  

Responsibilities

• Provide excellent customer service and support to our existing clients and subscribers via phone, email and intercom chat
• Provide CPD Ontrack product training via the phone and zoom to clients
• Proactively recognise customer needs and identify appropriate solutions to improve products and services
• Assist with the set up of Ontrack accounts including set up of subscriptions, enrolments and professional development plans
• Maintaining the client database, ensuring accurate records of all subscribers on both Ontrack and Salesforce
• Billing for Ontrack clients
• Assist with the business UAT (user acceptance testing) in the Ontrack platform to ensure functionality meets the business needs and identify bugs and issues

 Requirements

• Previous customer service experience
• Experience in analyzing data and reporting
• Great organizational, planning and problem-solving skills
•  Attention to detail
• Experience with subscription-based products and services (desirable)
• Familiarity with concept and practice of professional development (desirable)
• Salesforce experience (desirable) 

Kaplan Professional

Kaplan Professional has been an established market leader in the provision of continuing education in Australia for over 25 years. We design and deliver learning experiences to help organisations meet evolving continuing education needs, while supporting them to enhance the performance of their people in the workplace.

As the learning partner of choice for corporate organisations around the country, our state-of-the-art technology and extensive expertise allow us to provide organisations and individuals with the platform, content and support they need to manage and meet their learning needs.

Join us at Kaplan & enjoy a great benefits package, our friendly and collaborative team culture, & our support of our peoples’ personal, professional & academic development.

Kaplan Australia has been recognised as an Inclusive Employer by Diversity Council Australia. We pride ourselves on being a kind and inclusive organisation that is reflective of our diverse student group across Kaplan Business School, Kaplan Professional and our Pathways Colleges, and truly value the richness and experience of our diverse team. We will use this momentum to continue to enhance our equity, diversity, and inclusiveness.

Don't delay in submitting your application. Applications close on 30th July 2024. 

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