Customer Service Specialist

Jobtailor; Sydney; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Job summary

Jobtailor in Sydney is seeking a frontline customer support specialist to operate the customer enquiry platform, triage requests, and manage email, digital chat and phone interactions.

You will investigate complex issues, collaborate with Product and Engineering to improve automation and AI use, and take ownership of issues through resolution while upholding SLAs.

Qualifications

• Experience of frontline customer support.
• Strong verbal and written communications.
• Ability to multitask and solve problems.
• Takes responsibility for issues until they're resolved.
• Builder's mindset focused on continually improving the status quo.

Responsibilities

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

Skills

Frontline customer support

Verbal communication

Written communication

Multitasking

Problem solving

Tools

Customer enquiry platform

Email management systems

Digital chat tools

Job description

• Operate the customer enquiry platform to resolve and triage customer requests
• Manage email, digital chat, and phone-based customer interactions
• Investigate complex issues to find the best customer solution
• Manage multiple customer interactions while resolving cases
• Progress payment-related disputes, recalls, chargebacks, and indemnities
• Collaborate with Product and Software Engineers to improve platform automation and AI use
• Action, resolve, or esc

Requirements

• Experience of frontline customer support
• Strong verbal and written communications
• Ability to multitask and solve problems
• Takes responsibility for issues until they're resolved
• Builder's mindset focused on continually improving the status quo

Core Competencies

Demonstrates expertise in frontline customer support, effectively managing customer interactions across various channels while resolving complex issues and improving platform automation. Strong problem-solving abilities and a commitment to continuous improvement are essential.

Highest-signal resume keywords

• Frontline Customer Support Experience
• Verbal Communication Skills
• Written Communication Skills
• Multitasking Ability
• Problem-Solving Skills

Soft Skills

• Responsibility for Issue Resolution
• Builder's Mindset

Industry Keywords

• Customer Interactions
• Payment-Related Disputes
• Chargebacks
• Indemnities
• Service Level Agreements (SLAs)

Tools & Technologies

• Customer Enquiry Platform
• Digital Chat Tools
• Email Management Systems
• Phone-Based Support Systems