Edge Platform Support Specialist (Hybrid/Remote)

Colonial First State; Victoria; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Colonial First State (CFS) seeks a Contact Centre Specialist to support our flagship CFS Edge product from our Hawthorn East office with options for two days per week work-from-home after training. You will handle advisor and investor inquiries via calls, chats and emails, helping customers navigate platforms and achieve high adoption and satisfaction.

We value customer obsession, clear communication, and the ability to thrive in a fast-paced environment.

Qualifications

• Experience in customer service, preferably in financial services or superannuation.
• Strong communication and active listening skills for professional exchanges.
• Ability to educate customers and guide them to self-serve on platforms.
• Comfort with fast-paced, KPI-driven environments.

Responsibilities

• Be the primary contact, delivering exceptional customer service to advisors and staff with focus on first call resolution.
• Manage interactions via web chat, inbound calls, emails, and follow-ups with advisers and investors.
• Educate customers to self-serve on the platform and direct to digital channels.
• Identify and escalate issues for investigation and resolution.
• Aim to meet KPIs while accepting coaching and feedback for continuous improvement.

Skills

Customer service

Communication

Active listening

Relationship building

Job description

Colonial First State (CFS) seeks a Contact Centre Specialist to support our flagship CFS Edge product from our Hawthorn East office with options for two days per week work-from-home after training. You will handle advisor and investor inquiries via calls, chats and emails, helping customers navigate platforms and achieve high adoption and satisfaction.

We value customer obsession, clear communication, and the ability to thrive in a fast-paced environment.