Customer Support Officer - Part Time
Join to apply for the Customer Support Officer - Part Time role at Jumbo Interactive Limited
Location: South Brisbane, Queensland, Australia
Pay range
Base pay: A$58,000.00/yr - A$63,000.00/yr
Salary: $60,000 - $63,000 + Super (pro‑rated for actual hours worked)
About the role
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.
Part‑time: Based in the office, hours/days will follow a fortnightly rotating roster. One week will include 3 weekday shifts and the following week 2 weekday shifts plus one Saturday shift. The role aims for an even split of morning and evening shifts throughout the rotation. The position is fixed‑term through to the end of the financial year.
Key responsibilities
- Manage inbound customer inquiries via phone, e‑mail, 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.
- Keep up to date on product updates, gameplay changes, and company policies to provide clear 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, focusing on problem‑solving and conflict resolution.
Qualifications and experience
- Previous experience in a call centre or customer‑focused role.
- Solid 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.
Why join the Jumbo team?
- An Employee Assistance Program offering counselling and coaching sessions.
- Focus on talent management, including career and skills development.
- An on‑site chef (Brisbane) who prepares fresh, gourmet lunch every day.
- Social activities – lunchtime chess, corporate games, soccer, Friday get‑togethers, The Joe Awards, quarterly team days, and many DEI celebrations.
- Focus on internal promotion, lateral transfers, and secondments locally and internationally.
Initial shortlisted candidates will be emailed short online assessments (20 min) as part of the application process.
We are a 2025 Circle Back Initiative Gold Employer – we commit to respond to every applicant.
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