Job Description
About the RoleOur client looking for detail-oriented, empathetic problem solvers to join their Customer Operations team on a hybrid role with a mix of work form home and working from their North Sydney Office. This is a critical role whereby you'll be the first point of contact for their customers. You will be on hand to answer questions, deal with problems and receive feedback and compliments! They will be relying on your enthusiasm and understanding of what they stand for, to find the right outcomes for customers and for the business. The position is a 12 month fixed term role with a likelihood of extension.
They want customers to have the best experience possible and it will be your role to help them achieve this!
The CompanyWork with an ethical consumer lender bringing fairness to finance - a responsible and fair approach to lending money. They’re different from other lenders because they put the financial wellbeing of customers first.
Founded in 2012 with a mission to provide fairer finance to more people globally. They're a privately owned and technology-driven company, here primarily to make a positive difference in the world of finance. They actively seek out ethical business partners that treat their suppliers, customers, employees and business partners with respect and fairness.
What you’ll be doingProviding the best customer support by talking directly and honestly with customers and developing a deep understanding of what customers really wants and need.Communicating with customers through a variety of different mediums, based on customer’s needs; whether that be through, email, calls or Live chat.Proactively spotting patterns in the frustrations or hopes of customers, seeing where they can change processes, tools or products.Identifying customers who are in vulnerable situations and helping to figure out what steps can be taken to support them.Working closely with the internal team to act as the first line of defence to help spot and investigate trends.Dealing with payment-related queries; investigating missing payments and Direct Debits.Understanding, prioritising and escalating customers' feedback. Being the first port of call for customer complaints to make sure that they're treated fairly and can share their thoughts and concerns.Supporting other members in the customer support team by being a point of escalation for other CSA’s and mentoring new joiners. Plus making sure the rest of the company stays customer-focused.After you're fully comfortable helping customers, you'll have the opportunity to expand your knowledge in the various other areas of the Customer Operations team.You will be required to handle both inbound and outbound calls as well as email and live chat correspondence.
We'd love to meet someone who...Cares deeply about delighting customersUnderstands that working for a start-up company you need to be flexible in the tasks that are assigned to you and are willing to do what it takes to get the job doneIdeally you will have previous call centre experience in customer care and have some exposure to the financial services industry in Australia
Additional InfoYou’ll be working full time Monday to Friday with 2-3 days working from home available and the remainder of the time from our North Sydney office to make sure we are always here to help and allow customer support through email, calls or live chat.Flexible office hours and a very supportive team and laid back environment.Beautiful modern offices in a central North Sydney location, right beside the train station.
If this sound like you and you're interested in joining us on the journey, apply now!
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