Customer Service Specialist

Lotuspeople.Com.Au; Sydney; On-site; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Structured onboarding

Career progression

Exposure to growing fintech

Supportive team culture

Birthday + wellbeing leave

Recognition programs

Mon-Fri only

Modern office

Job summary

Lotus People in Sydney, Australia, is expanding its Strategic Accounts team to strengthen customer relationships and reduce churn. You will blend customer service, relationship management and problem-solving to work directly with business owners, investigating activity and delivering tailored solutions.

This role is not scripted or high-volume; you will have strategic conversations, review activity, and influence customer outcomes while maintaining proactive engagement across channels.

Qualifications

• Previous experience within customer service, retention, account management or contact centre environments.
• Strong communication and rapport-building skills.
• Confidence handling difficult or solution-focused conversations.
• Ability to problem solve and investigate customer concerns independently.
• Commercial awareness and ability to balance customer and business outcomes.
• Resilient, adaptable and comfortable working within KPIs.
• Strong written communication and systems skills.
• Experience within fintech, banking, telco, complaints, collections, retail or consultative customer environments highly regarded.
• Proactive mindset with the ability to manage multiple conversations and follow-ups.

Responsibilities

• Manage inbound customer enquiries relating to account concerns, pricing and retention.
• Conduct proactive outbound engagement with customers identified as at risk.
• Investigate account activity, transaction history and customer concerns before outreach.
• Build strong relationships with business owners and decision-makers.
• Deliver tailored solutions to improve customer experience and strengthen loyalty.
• Manage pricing and rate review conversations within approved guidelines.
• Use phone, email and SMS to maintain proactive customer engagement.
• Collaborate with leaders and colleagues to improve retention strategies and customer outcomes.
• Maintain accurate records and follow-up activity across multiple customer conversations.
• Contribute to team KPIs, quality standards and customer retention outcomes.

Job description

This Australian fintech supports thousands of small and medium businesses across hospitality, retail, healthcare and professional services. With a strong people-first culture, the business is known for its collaborative leadership, internal career progression and genuine investment in employee development. As the company continues to scale, customer experience and retention have become major strategic priorities - creating exciting opportunities for customer service professionals wanting to grow their careers in a modern, fast-paced environment.

ABOUT THE ROLE

This is a unique opportunity to join a newly expanded Strategic Accounts team focused on strengthening customer relationships and reducing churn across the business. Blending customer service, relationship management and problem-solving, you’ll work directly with business owners to understand challenges, investigate account activity and deliver tailored solutions.

This isn’t a scripted, high-volume environment. You’ll investigate accounts, review customer activity and understand merchant needs before reaching out - allowing you to have more strategic, relationship-focused conversations with business owners and genuinely influence customer outcomes.

DUTIES

• Manage inbound customer enquiries relating to account concerns, pricing and retention
• Conduct proactive outbound engagement with customers identified as at risk
• Investigate account activity, transaction history and customer concerns before outreach
• Build strong relationships with business owners and decision-makers
• Deliver tailored solutions to improve customer experience and strengthen loyalty
• Manage pricing and rate review conversations within approved guidelines
• Use phone, email and SMS to maintain proactive customer engagement
• Collaborate with leaders and colleagues to improve retention strategies and customer outcomes
• Maintain accurate records and follow-up activity across multiple customer conversations
• Contribute to team KPIs, quality standards and customer retention outcomes

ABOUT THE COMPANY

This Australian fintech supports thousands of small and medium businesses across hospitality, retail, healthcare and professional services. With a strong people-first culture, the business is known for its collaborative leadership, internal career progression and genuine investment in employee development. As the company continues to scale, customer experience and retention have become major strategic priorities - creating exciting opportunities for customer service professionals wanting to grow their careers in a modern, fast-paced environment.

ABOUT THE ROLE

This is a unique opportunity to join a newly expanded Strategic Accounts team focused on strengthening customer relationships and reducing churn across the business. Blending customer service, relationship management and problem-solving, you’ll work directly with business owners to understand challenges, investigate account activity and deliver tailored solutions.

This isn’t a scripted, high-volume environment. You’ll investigate accounts, review customer activity and understand merchant needs before reaching out - allowing you to have more strategic, relationship-focused conversations with business owners and genuinely influence customer outcomes.

DUTIES

• Manage inbound customer enquiries relating to account concerns, pricing and retention
• Conduct proactive outbound engagement with customers identified as at risk
• Investigate account activity, transaction history and customer concerns before outreach
• Build strong relationships with business owners and decision-makers
• Deliver tailored solutions to improve customer experience and strengthen loyalty
• Manage pricing and rate review conversations within approved guidelines
• Use phone, email and SMS to maintain proactive customer engagement
• Collaborate with leaders and colleagues to improve retention strategies and customer outcomes
• Maintain accurate records and follow-up activity across multiple customer conversations
• Contribute to team KPIs, quality standards and customer retention outcomes

SKILLS & EXPERIENCE

• Previous experience within customer service, retention, account management or contact centre environments
• Strong communication and rapport-building skills
• Confidence handling difficult or solution-focused conversations
• Ability to problem solve and investigate customer concerns independently
• Commercial awareness and ability to balance customer and business outcomes
• Resilient, adaptable and comfortable working within KPIs
• Strong written communication and systems skills
• Experience within fintech, banking, telco, complaints, collections, retail or consultative customer environments highly regarded
• Proactive mindset with the ability to manage multiple conversations and follow-ups

BENEFITS

• Structured 5-week onboarding and ongoing coaching
• Clear career progression opportunities across the wider business
• Exposure to a growing fintech environment
• Supportive, collaborative and social team culture
• Birthday leave + additional wellbeing leave
• Recognition programs, team celebrations and engagement events
• Monday to Friday role - no weekend or public holiday work!
• Modern office environment with strong internal mobility opportunities

OUR RECRUITMENT PROCESS

At Lotus People, we are committed to fostering diversity, equity and inclusion. We encourage applicants from all backgrounds to apply and will ensure a fair and equitable recruitment process.

Every application we receive is reviewed by a real person, never by AI. If your experience aligns with the requirements of the role, a consultant will be in touch within 2–3 business days for an initial phone screen. Shortlisted candidates will then proceed to a virtual interview with the consultant managing the role.

Due to the volume of applications and the specific nature of our briefs, we are unable to take phone enquiries about roles before an application is submitted. We ask that all interested candidates please apply online and wait to hear from us. Rest assured, we respond to every applicant, regardless of the outcome, so you will not be left wondering.