Job Description
Role: Part-time Customer Support

Purpose

‍The role of Customer Success is to engage, empower, and excite our community of savers. As a Customer Success operator, your primary responsibility is to ensure our customers have a phenomenal experience when using our platform. You’ll help to answer any queries about the product and the app as well as contact customers to help them finish their applications and fund their accounts. You will be responsible for the daily banking and reconciliation processes which means helping to process payments in and out of the Blossom Fund. You will work closely with Blossom’s small and fast-moving team of 5 (including the business founders). As a rapidly growing early-stage business, you will have the opportunity to forge the future direction of the role.  

Key Responsibilities

• Manage all inbound customer applications predominantly online through the Blossom portal, also over the phone, on email and social media.
  
• Ensure all applications are screened and approved as quickly as possible.
• Increase customer conversions. Be proactive on following up with customers over phone, email, SMS and by understanding the product.
• Manage the daily banking and reconciliation processes.
• Respond to all customer inquiries and help requests. Ensure all customer issues are resolved quickly.

Critical Requirements

• Attention to detail: Detail oriented
• Well organised: Can plan, schedule and meet deadlines
• Confident with excellent communication skills: Able to speak clearly and concisely with confidence, including over the phone. Able to be genuine yet direct with customers. Able to write using the correct grammar and punctuation.
• Ability to complete tasks: Follow through on a task from start to completion. Superior time management skills with the ability to handle multiple tasks
• Show initiative and creativity: Proactive with tasks and can offer information without having to be asked, particularly with customers. When scenarios evolve show creativity in finding solutions.
• Responsibility: Takes responsibility for outcomes.
• Efficiency: Vetting applications and attending to inquiries as quickly as possible. Effectively communicating to stakeholders in a responsible time. Completing tasks by set deadlines.
• Emotional maturity: Strong team skills and emotional maturity, with proven ability for independent work and self-teaching.

Quality & Experience

• Entry to junior level role with 0-3 years’ work experience in sales or customer service.
  
• Tertiary qualification in marketing, commerce or business is preferable, but not mandatory.
• Proficient in English
• “Tech savvy” with a strong grasp of using technology, computers and social media.

Remuneration & Developement

• Salary package is dependent on level of experience and is negotiable.
  
• Learn from the founders and the start-up industry on what it takes to get a business off the ground with the ability to develop your marketing, sales, operations or IT developer skills.
• Once you’ve proven yourself in the role, you have the ability to grow with the business and forge your future career in the company with endless opportunities across different departments.
• You have the opportunity to wear different hats to develop a broad range of business and personal skills as well as contribute to the success and growth of a start-up.

About Blossom

Blossom is helping Australians save, targeting 5.70% p.a. and 6.75% p.a. returns. Blossom empowers its customers to take control of their future – it’s where savings go to grow. Blossom ensures that Australians no longer need to choose between targeting higher returns and quick and easy access to their savings. The Blossom app provides access to the Blossom Fund, our bespoke Fixed Income fund. We have no sign up, transfer or withdrawal fees, low minimum investment amounts and we post earnings daily. With easy app access, you can sign up in minutes. Blossom launched in Australia in June 2021. Since then, it has grown quickly to 23,000+ customers and $93m in funds under management. As we look to scale and expand to new markets, we need help taking the business to the next level.  
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