Professional Services Consultant

Summary

Join Datacom as a Professional Services Consultant and be responsible for the setup and installation of Smartly's software, ensuring timely and high-quality customer implementation projects. You will manage day-to-day operations, exceed customer expectations, and maintain full payroll compliance for new customers. This role requires strong analytical, problem-solving, and communication skills, along with experience in customer service and operational environments. Datacom offers a dynamic work environment with perks such as remote work, flexible hours, and professional development opportunities.

Requirements

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

Responsibilities

• Manage the day-to-day operations and onboarding implementation delivery for assigned projects, ensuring service levels are met, and results delivered
• Demonstrate commitment to meeting and exceeding the needs of internal and external customers
• Continuously aspire to achieve excellence in all areas
• Ensure consistency in use of systems, processes, & practices
• Monitor work volumes for nominated clients to ensure that adequate resources are always available to meet demand
• Ensure 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
• Check information provided by clients is correct and complete
• Use data manipulation tools to streamline administration
• Participate fully in training and coaching sessions
• Adhere to all levels of the Privacy Act
• Work 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
• Act positively in the role of change agent
• Actively promote good work practices and work ethic
• Ensure processes and procedures are following Smartly Quality Standards
• Facilitate change management practices to implement organisational programs, systems, and initiatives
• Review daily, weekly, monthly, and quarterly operational reports, trend analysis and insights identifying performance issues or trends, actioning insights as appropriate
• Promote full awareness and compliance of all procedures, policies, and guidelines to the wider team
• Develop and nurture relationships with key stakeholders internally such as L&D, Service Delivery, Sales, Partner Success, Key Accounts, Sales Development, Growth Marketing, Managed Services & Customer Support
• Influence other teams to improve the overall customer experience
• Coordinate effectively with third parties to achieve desired outcomes

Preferred Qualifications

Payroll experience

Benefits

• Social events
• Chill-out spaces
• Remote working
• Flexi-hours
• Professional development courses