Overview
At Oz Lotteries we exist to make this a reality.
We bring Australia joy and delight, with more chances to win more often.
We offer everyday Aussies the chance to dream and win on a wide range of commercial and charity lotteries.
Oz Lotteries is proudly Aussie-owned and operated.
Owned by ASX-listed Jumbo Interactive, Oz Lotteries has operated as an e-commerce lottery retailer since 2005 and has grown to a strong player base that chooses our convenient and trustworthy platform to play both popular commercial lotteries (such as Powerball and Oz Lotto) and charity lotteries, which is a point of difference for our brand.
What will you be doing?
You will work as part of the Customer Support team, providing our customers with a positive experience while using the Ozlotteries.com website and mobile app.
Permanent Full-time:based in the office, working 5 days between Monday to Saturday per a roster system (One Saturday per fortnight).
We aim to achieve an even split of morning (8 am - 4:30 pm during non daylight savings periods or 7 am - 3:30 pm during daylight savings periods) and evening shifts (11 am - 7:30 pm) throughout this rotation.
As part of your role, you will:
Manage inbound customer inquiries via phone, email, chat, and Help Centre articles, delivering timely and accurate support,
Handle complex and sensitive customer issues, ensuring thorough investigation and resolution,
Maintain accurate customer account records and process BPay and Direct Debit deposits in line with fraud control procedures,
Make outbound calls as needed to support customer account management and follow-ups,
Collaborate with internal teams to report and troubleshoot technical issues, contributing to continuous service improvements,
Stay informed on product updates, gameplay changes, and company policies to provide clear and confident guidance to customers.
Participate in team meetings and training sessions to enhance skills and support operational goals,
Demonstrate strong attention to detail and adapt communication to meet diverse customer needs, with a focus on problem-solving and conflict resolution.
What are we looking for?
Previous experience in a call centre or customer-focused role,
Strong problem-solving skills, especially in resolving technical issues with customers
Excellent verbal and written communication skills
Confidence in handling complex and sensitive customer matters
Proficiency with CRM systems such as Zendesk, Freshdesk, or Intercom is highly desirable
Knowledge of responsible gambling practices and relevant legislation is a plus
Ability to maintain accurate customer account records and manage multiple communication channels effectively
Initial shortlisted candidates will be emailed some short online assessments (20 mins) to complete as part of the application process.
Salary:$60,000 - $63,000 + Super
Why join the Jumbo team?
Find Your Freedom - bit.ly/Jumbointeractive
At Jumbo, we are all about ensuring our team thrives.
As a valued member, you can look forward to:
An Employee Assistance Program where you can access counselling and coaching sessions to improve your well-being,
Focus on talent management, including career and skills development
An on-site chef (Brisbane) who makes a fresh, gourmet lunch every day
Social activities – Lunchtime chess, corporate games, soccer, Friday get-togethers, The Joe Awards, quarterly team days, and events to celebrate DEI
Focus on internal promotion, lateral transfers, and secondments, both locally and internationally.
Candidates who are offered a position will be required to complete pre-employment checks through our partner, Checkmate.
We are a 2025 Circle Back Initiative Gold Employer – we commit to respond to every applicant.
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