Customer Service Specialist

Lotus People; Sydney; On-site; AUD 70,000 - 88,000; Full time

Benefits offered by this job

Onboarding program

Career progression

Fintech exposure

Team culture

Wellbeing leave

No weekend work

Modern office

Job summary

Lotus People in Sydney is expanding its Strategic Accounts team to strengthen relationships and reduce churn for a growing fintech client base. You will engage business owners with tailored solutions, balancing customer outcomes with business goals, in a non-scripted environment.

The role blends customer service, relationship management and problem-solving, requiring proactive outreach and deep account understanding to influence outcomes.

Qualifications

• Experience in 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.
• Experience within fintech, banking, telco, complaints, collections, retail or consultative customer environments highly regarded.

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.

Skills

Customer service

Retention

Account management

Communication

Problem solving

Commercial awareness

KPIs

Written communication

Fintech knowledge

Tools

CRM systems

CRM software

Job description

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.

Additional information

• Join a growing Australian fintech investing heavily in people & progression
• $78k + super + bonus + additional wellbeing leave + no weekend work
• Build real customer connections in a supportive, people-first retention team!