Customer Service Consultant
1 week ago
- Excellent Induction, Training and Coaching
- Work with a brand that everyone knows
Flexhive by Hudson has an exclusive recruitment partnership with The Lott contact centre, the customer support team that support all the millions of weekly Lottery players (Powerball, Oz Lotto, Set for Life,Keno).
The Lottery Corporation have multiple Full-time contract positions available for consultants with previous phone-based customer service experience.
As part of the Customer Support team, you will play a pivotal role in supporting players and retailers across multiple jurisdictions and all contact centre operations.
Our Customer Support positions
- Full time contract positions available in South Brisbane
Full time positions
- You will work 5 days across a 5 day roster (Monday to Friday)
- This role will include hours of work will be between 7am and 7pm.
- Great rate of pay at $32.69 an hour + SUPER Paid weekly
- Learn new systems, processes, and get the compliance training you need to be a success
- Coaching & development is a priority at The Lott
- Opporunitys for Permanent / Fixed term positions based on performance and attendance.
Why The Lottery Corporation?
- Exciting National AXS listed company
- Thorough job training provided with supportive team leaders.
- State of the art offices located in South Brisbane.
- Equipment such as laptop and headset provided.
- Fantastic company culture.
- This is not a sales role This is a customer service position
Duties and responsibilities
This role is different every day, but the goal is to deliver high-quality service across Lotteries customers and their retail outlets queries.
The Customer Support Universal Consultant will be responsible for the following, but not limited to:
- Manage customer relationship: identify customer's needs, clarify information, research issues and provide solutions
- Assist customers with their online account (login; purchase; funds deposit and withdraw)
- Answer queries on lottery game rules, prizes, and claims
- Ensure highquality data entry and integrity from customer interactions to outlet and customer complaints
- Act on customer's identification and ID verification
- Meet specific timeframes, compliance, regulatory and company policies & procedures, and ensure the appropriate use of systems such as Mosaic and Claimtracker
- Support outlets in ordering stock, navigation of terminals, cancelling tickets.
- Achieve monthly activity key performance indicators, call metrics and quality results
Your experience
The role demands professionalism and strong interpersonal & communication skills towards all customers.
- Previous experience in a phonebased customer service environment and conflict resolution
- Experience in working in a regulated and controlled environment preferred but not essential (financial services, telco or utilities for example)
- High standard of written, verbal communication and active listening
- Proficient with different systems (Windowsbased software)
- Adaptability to different personality types and ability to multitask
- Ability to deescalate situations involving dissatisfied customers, offering patient assistance and support
- Past exposure to base level IT support would be a great addition to your skills but this can definitely be taught
- Demonstrate The Lottery Corporation company values
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