Customer Service Specialist - Including Weekend Hours

Constantinople; Sydney; On-site; AUD 65,000 - 110,000; Full time

Job summary

Constantinople is seeking a Customer and Product Operations professional in Sydney to manage real-time customer interactions across email, chat, and phone. You will resolve inquiries within SLAs and work with product and software engineers to enhance automation and AI usage on the platform.

The role emphasizes handling high-value operational tasks and maintaining multiple customer cases simultaneously, with a focus on clarity, responsiveness, and customer satisfaction.

Qualifications

• Experience of frontline customer support.
• Strong verbal and written communications.
• A multitasker and problem solver who takes responsibility until resolved.

Responsibilities

• 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 platform.

Skills

Frontline customer support

Verbal and written communications

Multitasking

Continuous improvement mindset

Job description

Constantinople 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 thebusinessof banking.

The Role

At 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 escape 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 platform

Who 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

Inclusion

To build technology and products that are used and loved by people and solve real-world problems, we need to build a team with many different perspectives and experiences. We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.