Customer Success
Customer Success Specialist
The key focus of a Customer Success Specialist is to provide high quality customer service support to the
Client’s contractors during their contract duration at the Client Customer Success Specialists are service, and delivery proud and will perform the service, engagement and administrative tasks required to make sure our customers and contractors have an exceptional experience during their partnership with the Client. Attention to detail is the number one priority as well as utilizing sophicated systems to set up, track and record activities.
Responsibilities:
▪ Contractor Success Activation: Action contractor engagement activities via our Onboarded and Fasttrack applications that are embedded in the overall Sales CRM (Bullhorn). This will include;
o The accurate set up of payroll, timesheet, superannuation, billing rate evidence (BRE) and Purchase Order information.
o The generation and administration of contractor contracts, signing up contractors as required (electronically or face to face with account manager) preparation of induction packs, and
following up on paperwork to ensure the contractor is complete and ready to commence in their
new assignment.
▪ Contractor Success Management: You will be allocated a portfolio of contractors and will be their
first point of contact for all contractor queries including.
o Payroll and Timesheet queries, which can be escalated to national payroll for more complex issue
resolution and reporting back to contractor with update and/or problem resolution.
o Following up contractors that appear on the missing timesheets and non-compliance reports.
o Registration and management of the Precipio platform (online IT training).
o Maintaining positive & responsive contact throughout the duration of the contract by the way of
regular calls being first week calls, renewal/extension calls and missing timesheet calls.
o Facilitation of workplace health and safety on behalf of the customer site utilizing the Client i-safe
register.
o Escalating work cover claims received by contractor to the workers compensation coordinator.
o Facilitating all aspects of the visa sponsorship process, including the ongoing tracking of contractors who are finishing an assignment, taking overseas holidays or visa’s about to expire and informing the national coordinator.
o Liasing with sales related to the end-to-end contract extension process. Facilitating end of contract
periods as per best practice.
Key Competencies
• Actively take the time to gain a thorough understanding of team and account needs and makes the effort to meet or exceed those needs where possible. Establish solid internal and external business relationships and look for ways to improve service, increase performance and streamline processes.
Accuracy
• Carefully monitors the accuracy, detail and quality of own and / or others’ work. Information is provided in a timely manner and in a suitable form.
Collaboration
• With an open and cooperative outlook, actively participate in working towards win-win solutions, share information and make a conscious effort to create “one team” spirit.
Communication
• Clearly express ideas in individual and group situations, adjusting language or terminology to suit
the audience. Attentive and open to the message, listen carefully, check for understanding. Ask
questions, clarify if needed and give constructive feedback.
Prioritize and Drive for Results
• Holds self and others accountable for business deliverables. Display tenacity, persistence and a result focused attitude. Set goals and prioritize time for maximum productivity and achievement of
objectives.
Personal Growth
• Take charge of your personal and professional growth, continually strive to be your best self, ask for feedback and use this to seek learning and development opportunities.
Quality, Compliance & Process
• Make a commitment to deliver on what you say you will. Keep up to date with legislation, terms of agreement, standard processes and forms, payment systems, rates and documentation. Consistently look for ways to gain efficiencies through innovation of process improvements.
