AI-Driven Customer Experience Specialist

Matchbox; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Job summary

Constantinople is seeking a Customer Service Specialist to support customers across email, chat and phone channels. The role includes resolving inquiries within SLAs, triaging requests and assisting with payment disputes, recalls and indemnities.

You will work with Product and Software Engineers to improve automation and AI usage on the platform, contributing to a high‑quality customer experience while supporting weekend hours in a hybrid Sydney setting.

Qualifications

• Experience of frontline customer support.
• Strong verbal and written communications.
• A multitasker and problem solver, who takes responsibility of issues until they’re resolved.
• A builder’s mindset who is continually looking to improve upon the status quo.

Responsibilities

• Operate customer enquiry platform to resolve and triage requests.
• Manage email, digital chat and phone-based customer interactions.
• Deep dive into complex issues to find the best solution.
• Maintain multiple interactions while resolving cases.
• Progress payment disputes, recalls, chargebacks and indemnities.
• Collaborate with Product and Software Engineers to improve automation and AI usage.

Skills

Frontline support

Verbal communication

Written communication

Multitasking

Problem solving

Job description

Constantinople is seeking a Customer Service Specialist to support customers across email, chat and phone channels. The role includes resolving inquiries within SLAs, triaging requests and assisting with payment disputes, recalls and indemnities.

You will work with Product and Software Engineers to improve automation and AI usage on the platform, contributing to a high‑quality customer experience while supporting weekend hours in a hybrid Sydney setting.