Who is felix?

felix is Australia’s first telco to be powered by 100% renewable electricity and carbon neutral certified. felix was created to deliver a digital mobile service that starts conversations – through radical simplicity, outstanding customer service and having a positive impact on our planet. We offer three great value mobile phone plans purchased through our digital native app first journey or in-store through our retail partners. We also plant a tree for every customer, each month they are subscribed.

Your opportunity:

As our valued Digital Care Advisor_,_ you will play a vital role. you will work as part of a team of experts to deliver support to future, existing and former customers over digital channels, including live chat, email, and social media. The felix Digital Care Advisor operates in a fast-paced, dynamic environment with multiple competing demands, operating in a rotating roster environment.

You'll make impact by:

• Resolve customer enquiries over asynchronous live chat, email, social media and voice mail follow-up, helping multiple customers at the same time
• Maintain a professional but relaxed and friendly engagement with customers during interactions, ensuring written communication consistently demonstrates a professional and friendly tone, maintaining excellent spelling and grammar, in line with our guides on tone of voice guide the ways we care
• Ensure a focus on exceptional customer experience as measured through quality assurance, customer service surveys, first contact resolution rate, and a range of customer-focused KPIs
• Embody the felix values when communicating with internal or external parties

What you’ll bring:

• A customer-first mindset, with a go-getter attitude, focused on solutions, not problems – required

Ideally, you will also have:

• 12 months+ working in a Customer Service environment – preferred
• Advanced understanding of PC applications – preferred
• Experience using web-based CRM systems (e.g. Freshworks, Salesforce, Zendesk, Siebel) – preferred