Customer Retention Specialist

Do you have experience working as a Customer Service and or Retention Specialist? Or a Contact Centre expert ready for your next big challenge? Do you excel at defusing difficult situations and putting customers at ease? If you’re eager to break into the dynamic world of Tech / SaaS and grow your career in Revenue or Customer Success, then we have the perfect opportunity waiting for you!

Who we are, what we do & why we do it?

Dext is the market leader in accounting & bookkeeper automation software, trusted by over 500,000 SMBs worldwide. Our suite of tools makes accountants more productive, profitable and powerful. In doing so we give them back the most precious commodity, time, which they can then use to add greater value to their clients.

Dext operates across Europe, North America and APAC, with an expanding SaaS product portfolio. It's a fabulous opportunity to make your mark and join our team in Australia to be part of one of the world's leading FinTech solution providers.

In helping Dext retain and support our valued partners, this role focuses on responding to partner escalations and requests to change their contractual terms, with the goal of minimising downsell and churn. Collaborate with customer service and account management teams to help us maintain our excellent reputation and support the growth of the Australia market by helping make our partners feel they are supported and receiving great value from their subscription.

Your day-to-day will include:

• Act as the main point of contact for all escalated client matters making sure our partners and users get their concerns addressed and a satisfactory result;
• Understand the problems and needs of customers and provide a quick, relevant and personalised response until complete resolution (Phone/Emails/Chat);
• Introduce Dext's expanded product offering to your portfolio, via a 1:to many approach;
• Develop relationships with scalable contact strategies such as mass email marketing or hosted webinars;
• Responsible to generate revenue and drive growth within your portfolio;
• Communicate the progress of monthly/quarterly initiatives to internal and external stakeholders;
• Work with the support team and Product team to keep improving self-service resources available for users, with a focus on the help centre;
• Identify areas of risk within your Partner portfolio and take action to proactively;
• Bring ideas for continuous improvement to increase customer satisfaction, reduce escalations and mitigate churn.
• Working with the account management team to come up with strategies to improve overall customer experience

Requirements

Below are our ideal requirements, but we hire on potential, not just on experience, and we know that some people are less likely to apply for a role if they don’t meet 100% of the criteria. At Dext we are committed to cultivating a diverse, inclusive and empowering culture, so please apply if you meet the majority of these competencies. You can read more about our Diversity and Inclusion commitments.

• Possess excellent customer service skills and experience;
• Excellent english proficiency in verbal and written communication;
• You have a self-starter mentality and you lean into curiosity and creativity in the face of a challenge;
• Strong relationship-building skills and problem-solving skills;
• Flexibility, reactivity and ability to adapt your work to peaks in activity with rigour and organisational skills.
• Have working rights in Australia.

What you will be part of - our values, culture and behaviours:

We are a highly ambitious, innovative, market-leading FinTech. We are a global, Private Equity backed business (HgCapital), but we have the dexterity and pace of a scale-up. We are uncompromising in our desire to achieve our best, day-in day-out, and we have three clear values which guide everything we do:

Be Brave - Everyone in the company has a voice to challenge ideas and the status quo.

Be Exceptional - We set high standards for ourselves. We aim to be exceptional at what we do.

Be Together - We are one team. There is no such thing as individual success without team success.

Our behaviours are how we practically live and breathe our values and are an essential part of life at Dext.

🌟 Our behaviours guide us and inform how we communicate, collaborate and support each other. They are:

Be Diverse, be Courageous, be Considerate, be Transparent, be Focused, be Accountable, and above all, be Dexterous!

Benefits

What we will give you - the perks:

• Inclusive and friendly culture
• Competitive salary + Commission + Superannuation
• An additional 3 days of annual leave, per year
• Paid Birthday Day Off
• Flexible working (Hybrid) with CBD office
• Health & Wellbeing Allowance
• Private Health Insurance Contribution
• Access to L&D training platforms i.e. LinkedIn Learning
• Regular social team events