Customer Service Representative

TTEC; City of Melbourne; Hybrid; AUD 45,050 - 60,950; Full time

Benefits offered by this job

Hybrid work model

Performance bonuses

Tenure rewards

Job summary

TTEC in Melbourne, Australia seeks a Customer Care Representative to support collections and billing activities in a hybrid setup. You will help resolve customer issues, educate clients on billing tools, and coordinate with internal teams to ensure exceptional service.

Ideal candidates bring experience in collections, a self-starter attitude, and the ability to manage communications across multiple channels, including outbound sales, email, and chat.

Qualifications

• Experience in collection and portfolio management is a must.
• Self-starter and results-oriented.
• Ability to manage communications and full lifecycle sales in an omnichannel environment.

Responsibilities

• Manage collections activities for assigned customer portfolios, including campaign execution and relationship management for Enterprise and Government customers.
• Apply credit treatment processes, including customer correspondence, service restrictions, suspensions, and cancellations.
• Own and manage billing disputes and enquiries, coordinating investigations and communicating outcomes to customers.
• Act as a key liaison with internal Billing, Credit Management, and other stakeholders to resolve billing and credit issues.
• Provide customer education and support on billing and credit self‑service tools and platforms.
• Conduct detailed account analysis and maintain reports on aged debt, complex disputes, and resolution actions.
• Serve as the first point of contact for complex disputes, applying strong negotiation skills, commercial judgment, and high‑quality written and verbal communication.

Skills

Collections

Portfolio management

Omnichannel sales

Job description

Your potential has a place here with TTEC’s award-winning employment experience. As a Customer Service Representative in Melbourne, Australia you’ll be a part of bringing humanity to business.

Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in Australia says it all.

What You’ll Be Doing

Do you have a passion for helping others and giving them peace of mind? You’ll work to resolve the customers’ issues before escalating to the next level. Whether it’s getting answers for customers quickly, support in marketing the client products through brand welcome calls or annual service reminder calls, you’ll be the difference between their customer experience being just average or an exceptional one.

During a Typical Day, You’ll

• Manage collections activities for assigned customer portfolios, including campaign execution and relationship management for Enterprise and Government customers.
• Apply credit treatment processes, including customer correspondence, service restrictions, suspensions, and cancellations.
• Own and manage billing disputes and enquiries, coordinating investigations and communicating outcomes to customers.
• Act as a key liaison with internal Billing, Credit Management, and other stakeholders to resolve billing and credit issues.
• Provide customer education and support on billing and credit self‑service tools and platforms.
• Conduct detailed account analysis and maintain reports on aged debt, complex disputes, and resolution actions.
• Serve as the first point of contact for complex disputes, applying strong negotiation skills, commercial judgment, and high‑quality written and verbal communication.

What You Bring To The Role

• Experience in collection and portfolio management is a must.
• Self‑starter and results‑oriented.
• Ability to manage communications and full lifecycle sales in an omnichannel communication environment, which could include outbound sales, email, and chat.

What You Can Expect

• Knowledgeable, encouraging, supporting and present leadership.
• Diverse and community‑minded organization.
• Career growth and many learning opportunities for aspiring professionals.
• Competitive salary of $53k base + superannuation.
• Hybrid working environment.
• Performance bonus opportunities and other benefits that may pleasantly surprise you.
• Achievable commissions and performance‑based bonuses.
• Tenure reward payments at your anniversary.

Primary Location

AU-VIC-Melbourne

Job

Customer Care Representative

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams.