Customer Service Specialist

Auckland, New Zealand
Overview of the Role

Reports to: Head of Customer Success, Chris Thomas

Hours of work: Full-time

Ambit succeeds when our customers succeed, that customer success underpins everything we do. We are looking for another wonderful person with a real can-do attitude, to join our growing Customer Success Team in Auckland – someone who will relish the chance to deliver on our customers’ goals from their journey with Ambit.



Key Responsibilities

Deliver on Customer Success Activities & Outcomes

    • Contribute to the implementation of new customers. 

    • Ensure onboarding and adoption creates incremental value. 

    • Influence future customer lifetime value through higher product adoption, customer satisfaction, and overall health scores. 

    • Assist in new business growth through greater advocacy and reference-ability. 

    • Support the design of conversational models, if need be, and deliver value-add training to customers. 

    • As agreed with the greater team, attend regular customer meetings to further develop the relationship and the customer experience. 

    • Manage customer feedback, including contributing to the development and fostering of a customer community. 
    • Strict adherence to policies on support. 

    • Delivering relevant analysis and reporting and the underlying information pertaining to customers' use, engagement, and experience, to the company. 

    • Assisting in the scoping, assessing, and implementing any tools to help the CS Team. 

    • Being a Subject Matter Expert across Ambit products

    • Assist in the establishment of policies and practices that the entire company can adhere to so all customers receive the same quality of service.


Particular responsibilities include:

  • Documenting key steps or milestones during a customer’s first 30/90 days (and thereafter).

  • Capturing and designing the conversation flows.

  • Building conversations according to customer requirements.

  • Building chatbots on Ambit platform.

  • Testing and analysis.

  • Supporting and enabling customers to use Ambit’s platform.

  • Implementation scripting.

  • Documentation of workflows and interaction requirements.


Role Specific Competencies

Credentials, Experience, & Skills

  • Preferably 3 Years of professional experience in Customer Service roles - Especially SaaS

  • Knowledge of Customer Service practices.

  • Operational skills and experience in relevant systems and software packages, including CRM and support management.

  • Technical aptitude and ability to learn software programs.

 

External/Internal Interface

  • Demonstrated ability to interface with people at all levels.

  • Written and verbal communication skills relevant to the position.

  • Job involves contact both internal and external to the company requiring an enthusiastic, pleasant, helpful, personable and professional manner and tact.

 

Special Requirements

Ambit is a startup business. This role requires a roll-up-your-sleeves-and-start-it attitude to execution. Initiative is vital. The job description is always only a guide because things will change. 

  • Learning agility is vital. The role requires someone who loves to learn new things and learn quickly.

  • Collaboration is essential - given the intimate nature of Ambit and the necessary interaction between all its personnel, teamwork plays an important part.

  • You are a self-starter, self-manager, enjoy challenges, think outside the square with any eye for detail - you sweat the small and big stuff for Customers.

  • You need to love engaging with our Customers

 

**** This role is only open to New Zealand residents. As it is an in-person client face-to-face role, we are unable to consider overseas applications.

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