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Customer Service Officer - Cygnet

Milkwood

About Milkwood

We are a for-purpose education provider - dedicated to sharing permaculture skills, for living like it matters. Our mission is to empower more people in more places to create a life that puts care for the Earth and care for community at the heart of everything that they do.

We take excellent care of our team in every way we can - and in return, we expect our team members to be absolutely awesome and dedicated.

Milkwood is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive, just and equitable environment for all our team.

About the position

You have a passion for permaculture and all the skills that go with it, and you know exactly why we do what we do.

You are in charge the ‘front end’ enquiries at Milkwood - you are people’s first point of contact when they get in touch about doing a course, their current student needs, or wanting advice on any number of homesteading/gardening/permaculture subjects (and there will be LOTS of these).

You are organised, polite, friendly and super proficient at either answering most of their queries, or finding just the right person in Milkwood to answer it, if you cannot.

You are comfortable following complex (digital) paper trails to resolve curly questions and issues as necessary. And most importantly, you ensure everything gets followed-up and sorted out, and you take responsibility for making sure this happens.

You also co-ordinate and run our weekly staff meetings, bringing together our team at Cygnet and various remote positions.

When you’re not running the front end of Milkwood, you’re helping set up or pack down AV gear for online student Q&A webinars, sorting out office needs, supplies and tasks.

Main duties + responsibilities

  • Managing all incoming enquiries via Zendesk
  • Assisting with digital student support
  • Assisting with student payment systems
  • Co-ordinating and resourcing weekly staff meetings
  • Providing feedback to our course management team and course development team as needed

Secondary duties and responsibilities (when time allows):

  • Assisting with setting up, running and packing down digital live events (webinars etc.)
  • Assisting course development team with filming prep
  • Coordinating and resourcing our busy office’s daily needs

Required skills and experience

  • Previous experience in complex customer service environments - including managing customers access to digital platforms, payments and subscriptions
  • An excellent customer focussed attitude & a passion for helping people
  • A genuine interest in Permaculture, sustainability and/or gardening, preferably with hands on experience
  • High-level organisational skills
  • Excellent attention to detail
  • Technically competent with the basics of audiovisual equipment (or keen to learn)
  • Problem-solving skills are a must!

Software + apps that you’ll be working in:

  • ZenDesk
  • Social Media platforms - Facebook, Instagram, Youtube
  • Google Drive (Docs, Sheets)
  • Clickup
  • Vimeo
  • Mailchimp
  • Kajabi
  • Canva and basic graphic design programs

Job location:

This position is located at our sunny HQ in the beautiful town of talune/Cygnet, TAS - 45 mins from Hobart.

Please note that this position is located on the first floor of a building. The stairs are nice and wide, but there is no lift access to the room where this position is located.

Remuneration:

This position will be paid at a base rate of $30 per hour plus superannuation.

All Milkwood employees are covered by our generous Leave Policy that provides entitlements above the National Employment Standards including Paid Parental Leave, Paid Community Service Leave and Long Service Leave. This position will begin with a trial period of 8 weeks.

Milkwood is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive, just and equitable environment for all our team.

We welcome applications from those identifying as indigenous, a person of colour, LGBTQIA, and/or folks who have been outside of the paid workforce for some time due to family, disability or other life pathways.

START DATE: mid October 2020.

Thank you! www.Milkwood.net/about/Careers

We acknowledge the traditional owners of the unceded lands throughout Australia, and recognise their continuing connection to country. We pay our respects to them and their cultures, and to elders past, present and emerging.

Milkwood HQ operates from talune/Cygnet, in lutruwita/Tasmania, on melukerdee country. We pay rent to SETAC.

A position description is attached.

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