Customer Support Specialist – Proactive Payment Support

Recoveries Corp; City of Melbourne; On-site; AUD 45,000 - 60,000; Full time

Job summary

Recoveriescorp is seeking a Customer Support Specialist to be the first point of contact for customers responding to our proactive support communications. This role focuses on support, education and positive customer outcomes through meaningful conversations that keep customers informed about their accounts and options.

You will connect customers with assistance programs, flexible payment options and specialist support services, while maintaining accurate records and contributing to a friendly,

Qualifications

• Experience or interest in customer service or a customer-focused environment.
• Complete an interactive skills assessment through Vervoe.
• Monitor email communications (including junk folder) for opportunity updates.

Responsibilities

• Customer Connection: Engage with customers through inbound and outbound conversations to build trust and positive experiences.
• Information Guide: Help customers understand their account, billing information, and communication preferences.
• Support Navigator: Connect customers with assistance programs, flexible payment options, and specialist support services when required.
• Problem Solver: Identify customer needs and resolve issues on first contact where possible.
• Record Keeper: Maintain accurate customer records and ensure account information is updated.
• Customer Advocate: Provide empathetic, customer-focused support and keep customers informed.

Skills

Empathy First

Customer Focused

Problem Solver

Resilient and Adaptable

Team Player

Job description

What’s in it for you;

• Vibrant Workplace: Be part of a fun, supportive, and inclusive team environment where culture matters.
• Wellbeing First: Enjoy perks like employee discounts, health and wellness initiatives, 24/7 EAP support, and discounted health insurance.
• Recharge & Celebrate: Take an annual "Unplugged Day" to reset, and swap cultural holidays to celebrate the days that mean the most to you.
• Career Builder: Unlock opportunities to progress into support, leadership, or other roles that align with your career goals.

As a Customer Support Specialist, you will be the first point of contact for customers responding to our proactive support communications. This is a customer service role focused on support, education and positive customer outcome. Through meaningful conversations, you'll help customers stay informed about their accounts, understand their options, and connect with the support they need.

What You’ll Be Doing;

• Customer Connection: Engage with customers through inbound and outbound conversations, building trust and creating positive experiences.
• Information Guide: Help customers understand their account, billing information, and available communication preferences.
• Support Navigator: Connect customers with assistance programs, flexible payment options, and specialist support services when required.
• Problem Solver: Identify customer needs and work towards positive outcomes through first contact resolution.
• Record Keeper: Maintain accurate customer records and ensure account information is updated and documented correctly.
• Customer Advocate: Deliver empathetic, customer-focused support while helping customers stay informed and engaged.

What You’ll Bring;

At Recoveriescorp, we focus on the skills you bring, not just your resume. Whether you have previous customer service experience or are looking to grow your career in a customer-focused environment, we want to see what you can do. As part of our process, you will complete an interactive skills assessment through Vervoe. This is your opportunity to demonstrate how you communicate, solve problems, and support customers in real-life scenarios. Keep an eye on your email, including your junk folder, so you do not miss out on the chance to join our team.

The Mindset You’ll Bring;

• Empathy First: You genuinely care about helping customers and approach every conversation with understanding and respect.
• Customer Focused: You enjoy building rapport, creating positive experiences, and achieving the right outcome for each customer.
• Problem Solver: You can identify customer needs, think critically, and explore suitable support options.
• Resilient and Adaptable: You remain calm and professional while managing a variety of customer situations.
• Team Player: You collaborate with others and contribute to a positive, supportive team environment.

Why You’ll Love this Role;

• Meaningful Customer Connections: Build rapport with customers and provide support that genuinely makes a difference.
• Grow Your Capability: Gain experience in customer care, account support, vulnerability awareness and customer engagement.
• Variety in Every Day: Engage with a diverse range of customers and situations, keeping your work interesting and rewarding.
• Be Part of Something New: Join a proactive customer support program focused on delivering positive customer outcomes.
• Skills Over Resumes: We see your potential beyond your work history – show us what you can do through our interactive skills assessment.

We are a Circle Back Initiative Employer - we commit to respond to every applicant.

About Us;

Recoveriescorp is part of Symbos, a growing, people-powered outsourcing services group with over 30 years of cross-industry experience, partnering with more than 250 clients across enterprise, government, and emerging sectors. Our team of 1,200+ professionals operate across Australia, New Zealand, Fiji, the Philippines, and South Africa, delivering meaningful outcomes across customer experience, managed services, and operational transformation.

We operate with a unique 'Glocal' delivery model, locally led, regionally integrated, ensuring clients benefit from both strong in-market accountability and smart delivery models across regions. With a track record of long-term partnerships, award-winning performance, and a culture built on agility and collaboration, Symbos is a place where great people come to do their best work.

We engage a workforce that represents the diverse communities and customers we support. That’s why we are committed to ensuring everyone is treated fairly, with respect and provided with inclusive and equal employment opportunities.

We encourage applications from people of all ages, nationalities, abilities and cultures including indigenous peoples;

people from culturally diverse backgrounds;

people with disabilities and all members of the LGBTQIA+ community.

If you’re passionate about shaping the future of service delivery and want to be part of a team that values performance, innovation, and trust, Symbos offers the platform to thrive.