Customer Solutions Specialist (Remote AU/NZ) Customer - Bookkeeping & Payroll · Brisbane ·

Job Description

About Visory At Visory, we’re transforming the financial back office into business intelligence. Our platform connects small and medium-sized enterprises (SMEs) with expert talent and provides the tools and insights they need to thrive. We believe every business deserves access to exceptional financial services that empower them to make informed decisions and grow with confidence. Since our launch in early 2020, we’ve grown rapidly, fueled by a talented and diverse team committed to innovation and delivering exceptional customer outcomes. We value collaboration, resilience, and a no-limits mindset that drives us to achieve great things together. The Opportunity As a Customer Solutions Specialist , you’ll be the first point of contact for our customers, providing empathetic and efficient support. Your role will involve triaging customer requests, resolving inquiries, and aligning requests with our workflow catalogue. You'll play a vital role in delivering a seamless and supportive experience, ensuring our customers feel valued every step of the way. This role is ideal for someone who thrives in a fast-paced environment, loves solving problems, and enjoys making a real impact on customer satisfaction. Your Day-to-Day Here’s what an average day might look like: Customer Support : Respond to customer inquiries via phone, email, or 1800 Visory, acting as the first point of contact. Triage & Workflow Alignment : Assess requests against our workflow catalogue, identify out-of-scope work, and provide clear recommendations and next steps. Issue Resolution : Efficiently resolve Level 1 inquiries, escalating more complex issues to the Customer Solutions Manager when necessary. Process Improvement : Spot patterns in customer requests and provide feedback to improve workflows and processes. Customer Engagement : Communicate empathetically and keep customers updated on the status of their inquiries, ensuring they feel supported and valued. What We’re Looking For We’d love to hear from you if you: Have excellent communication and problem-solving skills. Are detail-oriented and able to manage multiple tasks in a dynamic environment. Have experience in customer support or a similar role (preferred but not required). Thrive on building strong customer relationships and delivering exceptional service. Are comfortable learning and navigating new systems and workflows. Our Values People First : Empathy and humility guide everything we do. No Limits Mindset : We’re not afraid to fail fast and learn quickly. Honesty : Open and constructive feedback drives improvement. Results Driven : We focus on outcomes over superficial efforts. Resilience : Grit and perseverance are at our core. Integrity : We always choose what’s right, even when it’s hard. What to Consider Before Applying We’re a fast-growing start-up, which means we’re building and learning as we go. At times, the pace is fast, and we expect a proactive approach to problem-solving. You’ll work in a highly autonomous environment, with a strong team to support you. Our Hiring Process First Chat : A 30-minute phone call to get to know each other. Online Task : A short exercise to showcase your skills. Deep Dive : A one-hour virtual interview to discuss your experience. Culture Fit : A one-hour conversation focused on our values and team alignment. Decision : We’ll let you know the outcome promptly. Please note that whilst this position is remote, we are able to accept applications from candidates who are located in Australia or New Zealand only. #J-18808-Ljbffr