Job Role: Customer Support Specialist
About This Opportunity
This is an exciting opportunity to join our customer support team and contribute to delivering exceptional service to our customers. As a customer support specialist, you will play a key role in ensuring that our customers have a smooth, enjoyable experience when interacting with our platform.
Your Key Responsibilities
* Provide friendly, efficient support to customers via phone, email, live chat and Help Centre articles.
* Help manage the day-to-day operations of the inbound contact centre, meeting response time and quality expectations.
* Investigate and resolve customer queries and concerns in a timely and empathetic manner.
* Maintain accurate and up-to-date customer account records in our systems.
* Reconcile BPAY and Direct Debit deposits to customer accounts and process deposits that require manual review.
* Assist with general customer account management, including updates, queries and troubleshooting access or technical issues.
* Make outbound calls when needed to follow up on customer queries or support ongoing account management.
* Contribute to continuous improvement by sharing insights from customer interactions and participating in team planning and training sessions.
What We're Looking For
We're looking for someone with previous experience in a call centre or fast-paced, customer-focused environment. You'll need to be confident in dealing directly with customers, including complex or sensitive matters. Strong problem-solving skills, excellent written and verbal communication skills, attention to detail and accuracy are also essential.
Benefits
We offer a range of benefits to support your well-being and career development, including an Employee Assistance Program, focus on talent management, social activities and opportunities for internal promotion.
Why Join Our Team?
By joining our team, you'll have the opportunity to work with a talented and supportive group of people who are passionate about delivering exceptional customer service. We're committed to creating a positive and inclusive work environment where everyone feels valued and supported.