Customer Service Officer

Shift; North Sydney Council; On-site; AUD 60,000 - 85,000; Full time

Benefits offered by this job

Flat structure

Roadmap updates every 100 days

Flexible work policy

Parental leave 26 weeks

Wellbeing benefits

Job summary

Shift is a Australian SME-focused financial services company seeking a Customer Service Officer to be the face of our customer experience. You’ll proactively support clients, resolve inquiries, and help maintain service excellence across our commercial finance offerings.

You’ll collaborate with internal teams, manage accounts, document interactions in CRM, and seek ways to improve processes while delivering friendly, accurate information and positive outcomes for customers at every contact.

Qualifications

• Experience in a customer service or client support role, preferably in financial services.
• Excellent verbal and written communication skills.
• Strong problem-solving and organizational abilities.

Responsibilities

• Respond promptly and professionally to customer inquiries across various channels.
• Manage customer accounts, handle requests, and resolve issues efficiently.
• Provide accurate information about products, services, and account statuses.
• Coordinate with internal departments to deliver seamless solutions.
• Document interactions and updates in CRM and related systems to maintain data integrity.
• Identify opportunities to improve service processes and contribute suggestions.
• Support onboarding of new customers and ensure smooth transitions.
• Represent Shift positively at all points of contact.

Skills

Customer service

Financial services

Verbal & written communication

Problem solving

Organizational skills

CRM familiarity

Cross-functional collaboration

Attention to detail

Tools

CRM platforms

Microsoft Office Suite

Job description

Who is Shift?

At Shift, we’re business specialists dedicated to helping Australian SMEs take control of their cashflow, streamline trade terms and choose the right financial products.

We believe Australian businesses are the driving force behind our economy and are core to our communities. That’s why our business expertise, focus on relationships, and market-leading technology is at the core of everything we do. We’ve helped solve the credit and payment pain points for more than 30,000 businesses, providing over $6 billion in aggregate funding.

Our unique approach to product innovation combined with our collaborative culture means you can build your career in a supportive environment. You’ll be joining a diverse team of over 300 people who are always looking to deliver better outcomes for Australian businesses.

About The Role

Join Shift as a Customer Service Officer and become the face of our customer experience. You’ll proactively support clients, resolve inquiries efficiently, and play a key role in ensuring customer satisfaction across our commercial finance offerings. By collaborating with internal teams, you’ll help maintain our reputation for service excellence, while continuously seeking ways to improve our processes and outcomes.

What You’ll Do

• Respond promptly and professionally to customer inquiries across various channels
• Manage customer accounts, handle requests, and resolve issues efficiently
• Provide accurate information about products, services, and account statuses
• Coordinate with internal departments: Collections, Finance, Credit, and Operations to deliver seamless solutions
• Document interactions and updates in CRM and related systems to maintain data integrity
• Identify opportunities to improve service processes and contribute suggestions
• Support onboarding of new customers and ensure smooth transitions
• Represent Shift positively at all points of contact

What You’ll Bring

• Experience in a customer service or client support role, preferably in financial services
• Excellent verbal and written communication skills
• Strong problem-solving and organizational abilities
• Capacity to manage competing priorities in a fast-paced environment
• Familiarity with CRM platforms and common business software (e.g., Microsoft Office Suite)
• Demonstrated ability to collaborate across teams and deliver customer-centric solutions
• High attention to detail and a positive, proactive attitude

Key benefits

• Collaborative teams – a flat structure means everyone can learn from colleagues and senior leaders around the business.
• Be involved – come together with all of your colleagues every 100 days to share the product and technology roadmap and business strategy.
• Flexible working environment – we’re headquartered in North Sydney with state-based workplaces and offer a flexible work policy.
• Family support – industry leading 26 weeks paid parental leave.
• Purpose built spaces within our office – designed for collaboration, brainstorming, socialising, and focused work.
• Range of benefits supporting your physical, psychological and financial wellbeing. From a day off on your birthday to excellent end of trip facilities.