Job Description
As a key member of our digital customer service team, you will play a vital role in delivering exceptional support across various online platforms. You will collaborate closely with senior experts to handle initial interactions and support high-risk cases.
Key Responsibilities:
* Monitor and moderate customer interactions on social media, review sites, forums, app stores, and customer cases
* Support customers through both inbound and outbound channels, including voice and digital platforms
* Handle complaints and provide timely solutions while upholding brand values
* Serve as a brand ambassador by educating audiences and handling high-visibility interactions
* Protect our online reputation during crises by collaborating with internal partners and ensuring timely communication with customers
Requirements
Experience in high-volume, high-visibility customer service environments with a solid understanding of popular social media platforms
Outstanding listening, written, and verbal communication skills, supported by a portfolio of online writing samples
Strong time-management and organizational skills, capable of balancing multiple concurrent customer inquiries, projects, and responsibilities
Meticulous attention to detail and diligence in consistently following up on open subjects/cases, with the ability to complete tasks on time with minimal direction
Excellent organizational skills and the ability to thrive in time-critical environments and meet deadlines
24/7 roster, Monday to Sunday, subject to customer demand
What We Offer
Inclusive carer-neutral paid parental leave of up to 16 weeks
Competitive leave including two 'Connected Leave' days
All employees have access to resources, webinars, and support via the 'Parents at Work portal'
Opportunities for growth and development through extensive online and facilitator-led learning catalogue
Collaborative work environment through employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network, and Young Professionals
Our Community
We value diversity and inclusivity, embracing individual differences and providing equal employment opportunities to all job seekers. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please contact us.