Job description

Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

About the Role (your why)

The Professional Services Consultant is responsible for the set-up and installation of Smartly’s software. This role will ensure preparation/completion of customer implementation projects to appropriate quality standards within time and to company requirements. The role is responsible for accurate and timely data manipulation and data entry to ensure full payroll compliance of new Smartly customers. This role will ensure high standards are being met and maintained throughout each part of the process and ensure customer expectations are exceeded.

What you’ll do

• Manages the day-to-day operations and onboarding implementation delivery for assigned projects, ensuring service levels are met, and results delivered.

• Demonstrates commitment to meeting and exceeding the needs of internal and external customers.

• Continually aspires to achieve excellence in all areas.

• Ensures consistency in use of systems, processes, & practices.

• Monitors work volumes for nominated clients to ensure that adequate resources are always available to meet demand.

• Ensures that customer complaints are resolved promptly to the customer’s satisfaction and handled politely setting clear expectations with both parties.

• Timely hand over of clients to Training, Customer Support & Managed Services.

• Checks information provided by clients is correct and complete.

• Uses data manipulation tools to streamline administration.

• Participates fully in training and coaching sessions.

• Adherence to all levels of the Privacy Act.

• Works with the team and other parties (internal and external to Smartly to ensure a timely delivery of services.

• Accurate data entry of client information into new payroll sites.

• Acts positively in the role of change agent.

• Actively promotes good work practices and work ethic.

Compliance & Assurance

• Ensures processes and procedures are following Smartly Quality Standards.

• Facilitates change management practices to implement organisational programs, systems, and initiatives.

• Reviews daily, weekly, monthly, and quarterly operational reports, trend analysis and insights identifying performance issues or trends, actioning insights as appropriate.

• Promotes full awareness and compliance of all procedures, policies, and guidelines to the wider team.

• Develops and nurtures relationships with key stakeholders internally such as L&D, Service Delivery, Sales, Partner Success, Key Accounts, Sales Development, Growth Marketing, Managed Services & Customer Support.

• Influences other teams to improve the overall customer experience.

• Coordinates effectively with third parties to achieve desired outcomes.

What you’ll bring

• At least 2 years’ experience in a customer service / operational environment.

• Payroll experience preferred.

• Highly developed numeric, analytical, and problem-solving skills.

• Strong business acumen.

• Well-developed oral, written, and interpersonal skills. Ability to frequently interact and network with a variety of stakeholders and team members within own area of expertise.

• Effective work organisation and prioritisation skills with an ability to manage a wide variety of tasks.

• Advanced knowledge and skill with MS Office Applications and various operating software.

• In-depth knowledge of customer services software, databases, and CRM systems.

• Proven communication, influencing, negotiation, interpersonal and report writing skills.

• Tertiary qualification in relevant discipline

Why join us here at Datacom?

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.

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