Customer Service Representative
We are seeking a skilled and empathetic individual to join our team as a Customer Service Representative. In this role, you will be responsible for providing top-notch support to our customers through various channels, including phone, email, and live chat.
Key Responsibilities:
* Provide friendly and efficient support to customers, resolving their queries and concerns in a timely and empathetic manner.
* Help manage the day-to-day operations of the contact centre, meeting response time and quality expectations.
* 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.
Qualifications and Skills:
* Prior experience in a fast-paced, customer-focused environment is essential.
* You must possess strong problem-solving skills, including the ability to work through basic technical issues with customers.
* Excellent written and verbal communication skills are required, along with attention to detail and accuracy.
* A proactive, solutions-focused mindset and willingness to take ownership of customer issues through to resolution are crucial.
What We Offer:
* An Employee Assistance Program offering counselling and coaching sessions to improve well-being.
* A focus on talent management, including career and skills development.
* A social and dynamic work environment, complete with regular team-building activities and events.
* The opportunity to work in a collaborative and supportive team, dedicated to delivering exceptional customer experiences.
Work Schedule:
We offer a permanent full-time position, based in our office, working a roster system of 5 days a week between Monday and Saturday with one Saturday per fortnight. Shifts include an even split between morning and evening throughout the rotation.