Customer Service Specialist - Including Weekend Hours

Matchbox; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Job summary

Constantinople is seeking a Customer Service Specialist to support customers across email, chat and phone channels. The role includes resolving inquiries within SLAs, triaging requests and assisting with payment disputes, recalls and indemnities.

You will work with Product and Software Engineers to improve automation and AI usage on the platform, contributing to a high‑quality customer experience while supporting weekend hours in a hybrid Sydney setting.

Qualifications

• Experience of frontline customer support.
• Strong verbal and written communications.
• A multitasker and problem solver, who takes responsibility of issues until they’re resolved.
• A builder’s mindset who is continually looking to improve upon the status quo.

Responsibilities

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

Skills

Frontline support

Verbal communication

Written communication

Multitasking

Problem solving

Job description

# Customer Service Specialist - Including Weekend HoursConstantinopleHybrid • SydneyFull-time## Role OverviewConstantinople delivers a new era of AI-native banking. Constantinople provides banks with a fully-managed software and AI operational platform, which brings together customer experience, product, data, operations, compliance and infrastructure in a single platform.Constantinople’s AI-native platform eliminates the need for expensive infrastructure, and replaces manual operational and compliance processes with AI at scale. By removing the operational complexity of banking, Constantinople enables our client banks to focus on their customers and the business of banking.The RoleAt Constantinople we see our Customer and Product Operations group as a critical component of the overall banking proposition. We are building a highly integrated end to end banking experience that automates customer touch points. In this role you will be involved in high value operational tasks and real time digital chat interactions, where you will aim to action, resolve or escalate enquiries within SLAs.What You’ll Do* Help operate our customer enquiry platform to resolve and triage customer requests* Manage email, digital chat and phone-based customer interactions* Deep dive into complex issues to find the best solution for our customers* Maintain multiple customer interactions while actively working to resolve cases* Efficiently progress payment related disputes, recalls, chargebacks and indemnities* Work closely with Product and Software Engineers to improve automation and the use of AI on the platformWho You Are* Experience of frontline customer support* Strong verbal and written communications* A multitasker and problem solver, who takes responsibility of issues until they’re resolved* A builder’s mindset who is continually looking to improve upon the status quo## The Team You'll JoinProduct Operations