Delivers excellent customer experience, manages orders and subscriptions, and improves processes to exceed customer expectations.
Who are we?
Standards Australia (SA) is the peak standards development organisation in Australia, with a rich history that dates back to 1922. Currently, we are undergoing a significant transformation and growth phase. In recent years, our workforce has doubled, and we now proudly employ over 200 professionals dedicated to helping shape Australia’s future and fulfilling our mission of empowering communities.
Our organisation brings experts together to create national and international standards that serve as essential guidelines for products and services, ultimately benefiting the Australian community. Our vision is to be a global leader in providing trusted solutions that improve life today and tomorrow.
About the role
The Customer Success Specialist (CSS) is primarily responsible for delivering an excellent customer experience for all Standards Australia's customers who interact with the customer success team.
This role focuses on ensuring that all customer service, SA store, subscription customers are actioned, processed, recorded accurately and promptly to promote customer loyalty.
The CSS will exceed customer expectations through a proactive approach to problem-solving, analysing and planning ways to ensure customer excellence by reviewing processes and implementing initiatives that exceed customer expectations. It is essential that the CSS:
• Develops an excellent understanding of the business, its objectives, strategies, and challenges
• Develops effective and cooperative relationships across all teams to support and enable a culture of customer excellence
• Are an exemplar of customer excellence and influences others to embed a customer-centric culture
• Maintains trust, confidence, and appropriate confidentiality
• Is an exemplar of the organisation's iCARE values
What you’ll do
• Answer incoming phone calls, emails and webform enquiries regarding purchasing products, subscriptions, billing issues, product problems, service questions, issuing quotes and general customer concerns/queries or complaints
• Provides dedicated support to customers engaging with newly launched services and innovations under the FY26–30 strategy “Fit for the Future”, ensuring a seamless onboarding experience, proactive issue resolution, and continuous value delivery.
• Responsible for maintaining a high level of professionalism with both customers, internal & external
• Updating customer information in the CRM database during and after each customer interaction
• Communicating real-time feedback from customers, their needs and business requirements to Customer Success Manager and internal customers
• Optimal usage of available technologies and systems to simplify work processes through all channels of communication
You will bring
• Minimum 3+ years of experience from a call centre or customer support environment
• Experience in customer retention and engagement
• Understanding of subscription model highly desirable
• Experience in creating measures to improve the customer experience
• Track record of following through to ensure success
• Proficient in the use of Microsoft Office Suite
• Proficient and working knowledge of Customer Relationship Management systems
• Experience in working with NPS feedback
Nice to have
Communication:
• Contributes to robust discussions to ensure the best outcomes for the business
• Communicates effectively (written, verbal and non-verbal) to ensure key messages to the right people, in the right instances
• Understands that it's okay to ask questions and clarify information
Team Work:
• Supports the physical and mental well-being of self and others
• Catches others doing good things and provides regular, supportive feedback
• Celebrates success and the wins along the journey
• Creates an environment that balances fun with the importance of delivering on responsibilities
• Proactively shares ideas, solutions and information that will help the business
• Is authentic, trustworthy and behaves consistently in line with personal and company ICARE values
• Develops respect through the consistent role modelling of leadership behaviours (We do what we say, what we will do)
• Demonstrates passion, enthusiasm, a "can-do" attitude and commitment
• Pitches in and supports others to deliver the desired business results
Prioritisation & Self-Starter:
• Questions, in the interest of understanding and identifying opportunities
• Has a high level of self-awareness, demonstrates humility and seeks help when needed
• Thinks outside of the box when identifying and implementing practical solutions to problems
• Continues to drive personal and professional development, actively seeking knowledge and understanding
Planning & Organising:
• Is highly effective at delivering the desired business results, meeting deadlines with quality deliverables
• Coordinates with and informs colleagues of plans and actions; follows through on commitments and accepts personal accountability for results
• Prepares and plans to ensure the most critical business activities are prioritised and achieved
• Achieves high-quality outcomes through setting achievable, realistic workloads aligned with company strategy, not making excuses for poor performance or lack of results
• Demonstrates resilience to deliver high-quality results for urgent and essential priorities consistently
• Knows the business and has a high-level understanding of the strategic direction and priorities
Culture & Benefits
Standards Australia is proud to have been awarded the prestigious Employer of Choice Award for two consecutive years, 2023 and 2024. This recognition highlights our commitment to creating an exceptional workplace and fostering a culture of excellence. Our iCARE values form the basis of all we do - Integrity, Courage, Accountability, Respect, and Excellence.
We offer a range of People Perks that support flexibility, wellbeing, career growth, and recognition - helping you thrive at work and beyond.
What's next?
If Standards Australia sounds like the place for you, please submit your CV outlining your experience and suitability to this role.
Eligible applicants must be Australian Citizens, Permanent Residents or have legal rights to work in Australia. Shortlisted applicants will be contacted within 15 business days of their application.
At Standards Australia, we are proud to be an equal opportunity employer, and we are committed to fostering a working environment that values diversity, inclusion, and belonging. Our mission is to empower our communities, and in doing so, we strive to create an organisation that genuinely reflects and respects the diversity of the communities we serve; putting people at the heart of all we do. We welcome applications from people of all cultural and linguistic groups, people of all ages and genders, people of Aboriginal and/or Torres Strait Islander background, people with a disability, and people from the LGBTQIA+ community. Should you need any adjustments to be made to our recruitment process, please contact recruitment@standards.org.au