Customer Success Officer II

Duties & Responsibilities

1. Customer Support & End-to-End Query Resolution: Serve as the first point of contact across phone, email, and digital messaging; handle and resolve Level 1 and Level 2 inquiries, including order updates, returns, refunds, quotes, provisioning, platform troubleshooting, and learning material access.

2. Account Maintenance, Operations & Data Integrity: Maintain and update customer accounts, execute operational tasks for booklist creation and textbook fulfillment, follow up on pending items, and develop/maintain user-servicing process documentation.

3. User Retention & Stakeholder Collaboration: Support school retention targets (e.g., maintaining up to 95% user retention across assigned schools) by identifying customer needs, building strong relationships with school contacts, supporting teacher sessions, and collaborating with internal teams for issue escalation and resolution.

Customer Experience

• Provide outstanding customer experience via our in-app messaging, email and telephone channels
• Manage the end-to-end outcomes for all customer enquiries
• Develop and maintain any process articles relating to User-servicing functions
• Work collaboratively with internal teams to ensure seamless service delivery and issue resolution
• Perform Operational tasks required for the delivery of textbook supply to users
• Support the customer experience and expectations with regards to booklist creation and fulfilment
• Support teacher professional development sessions as required

Leadership - Individual Contributor

• Seek information about vision, purpose and business goals. Take opportunities to communicate with other team members.
• Actively participate in Climate Survey action planning and vision and values activities.
• Ensure policies are followed at all times.
• Clarify role responsibilities when required. Take personal responsibility for having clear and documented expectations and measures on an annual basis. Provide honest and open feedback to your manager on progress against expectations. Take the opportunity to seek feedback at least twice a year.
• Take personal responsibility for your own development. Work with your manager to identify development needs (via on the job, networking and lastly training opportunities).
• Actively participate in development activities and opportunities.
• Actively participate in or lead change initiatives when required and aligned project work.

Trade Practices

• ●Conduct all tasks and activities in accordance with all applicable Trade Practices laws.

Qualifications and Key Competencies

• 1 year solid BPO experience: good to have Sales/Retention/Education or Tech Solutions
• Customer service experience ideally within office supplies and/or technology solutions for education
• Excellent Communication – Strong written and verbal skills, with the ability to adapt your communication style to different stakeholders.
• Team Player – A collaborative approach to issue resolution and relationship-building with school contacts.
• Digital Fluency – Willingness to learn internal systems, work efficiently with G Suite, and type