Role: Customer Service Assistant
Brand: Surfline
Location: Avalon Beach, NSW
Summary: As a Customer Service Assistant, you will be responsible for day-to-day communication with Surfline Wavetrak users through our customer support portal, with the end goal being to appease and retain our current subscribers. You will also help to ensure that Surfline Wavetrak takes a proactive stance in customer service by leveraging Zendesk features to scale the function most effectively.

Responsibilities:

• Promptly and professionally respond to incoming service requests through internal ticketing system (Zendesk).
• Act as the first layer of support for Surfline, magicseaweed, FishTrack and Buoyweather users.
• Collaborate with our Forecast, Product, and Camera Operations departments to resolve user issues.
• Guide users through our products and features to ensure they are getting the most out of their experience.
• Maintain the “voice” of our brand and culture while communicating with users, while being professional, detailed and patient.
• Contribute to the overall customer service strategy by identifying opportunities for process optimization.
• Forward on key customer service ticket themes to product and marketing teams to ensure transparency around user feedback.