_{05th May, 2022}

Customer Support Coordinator 

Reports to: General Manager Connect, Hub Australia
Start date: June 2022
Location: Melbourne  
Employment type: Permanent Full-time.
Ordinary hours of work: You are required to work 38 hours per week, plus all such reasonable additional hours as may be required to properly perform your duties in accordance with this agreement or as directed by the board. In addition to ordinary hours of work, you are expected to attend the biannual strategy gathering.
Salary: To be discussed at interview stages.


About Hub Australia

Founded in 2011, Hub is Australia’s largest privately-owned flexible workspace operator, providing premium workspace solutions to help businesses and their team love where they work.
With locations in Sydney, Melbourne, Brisbane, Canberra and Adelaide, Hub provides a hospitality lead customer service experience in beautifully designed workspaces that are used by hundreds of businesses to attract and retain the best talent.
Hub creates workspaces that people love, using premium design, technology, diverse amenities, personalised customer service, flexible partnerships and a commitment to the wellness of our members, team and environment.

  
Your Role

The purpose of this role is to provide hospitality focused telephone, communications and administrative support to the Hub Australia business, and to the Hub members, customers and guests. This role will answer calls on behalf of Hub and Hub members to ensure that customers calls/queries are responded to in a professional and friendly manner, exceeding the expectations in going above and beyond at every opportunity. You will work within a collaborative and tight-knit team and be empowered to achieve more and succeed in growing a career at Hub. 

The role will also require the provision of administrative services for different Hub teams, to support areas such as Finance and Reporting, Human Resources, Operations, Sales and Tech.

Responsibilities: Enquiries, Customer Experience & Support:

• Ensure all Hub’s incoming calls are answered in a timely manner, handled in the best way possible for the Hub team, and any follow ups undertaken as required;
• Answering calls on behalf of Hub members and customers in a professional, friendly and timely manner;
• Entering all relevant data in the management system to ensure that the required information is retained on behalf of Hub or the Hub customer;
• Keeping directory information up to date and making changes when required;
• Assist with onboarding and offboarding of Hub virtual office members from the applicable systems 
• Generating customer and internal reports - ensuring accuracy and completeness;
• Follow Standard Operating Procedures (SOPs), processes and workflows for all aspects of the operation including Hub day to day phone requirements, and members and customers Connect requirements;
• Assists in reporting telephone equipment or service complaints and issues;
• Seeks ways to improve procedures, policies and customer experience, team member experience and efficiencies;
• Collect customer feedback, analyse and implement improvements on processes and procedures;
• Maintain a strong and collaborative relationship with Clubhouse team members to continue a harmonious working relationship;
• Processing product sales through our systems and charging to customers;
• Generating reports that monitor the communications activity of Hub and/or Customers to verify on-charging and take-up of the product offering.

• Providing administrative support to other areas within the Hub business. This could include data entry, proposal preparation, record keeping or preparing reports. 
• Assisting to keep operational manuals and checklists up to date as directed.

• 1 year experience in telephone operations on behalf of customers and employees
• Excellent communication skills
• Experience in a hotel or hospitality reservations environment preferred 
• Track record of use of CRM, accounting systems and microsoft suite of products
• Use of a ticketing software highly regarded
• Proven experience in developing and maintaining best practice Standard Operating Procedures - with a distinct focus on service and experience excellence;
• Excellent and proven people skills;
• Fresh, fun attitude with a passion for hospitality and creating a memorable experience for our members.

• Answering inbound calls within SLA operational time frames.
• Keeping all call records up to date 
• Member and Hub team feedback - Member satisfaction scores.