Customer Support Officer

2 weeks ago

Brisbane, Queensland, Australia Jumbo Interactive Limited Full time

At Oz Lotteries, our main goal is to bring happiness and excitement to our customers by offering them numerous opportunities to win frequently. We provide everyday Australians with the chance to dream big and win on a variety of commercial and charity lotteries. Proudly Australian-owned and operated, we have been leading the e-commerce lottery retail sector since 2005.

Under the ownership of ASX-listed company Jumbo Interactive, Oz Lotteries has emerged as one of the pioneering online lottery retailers. With a rich experience of over 18 years, we have established a strong player base that prefers our reliable and hassle-free platform for participating in popular lotteries like Powerball and Oz Lotto, along with charity lotteries, setting us apart from the competition.

What makes us unique is our unwavering dedication to unlocking new possibilities. Rooted in our Australian heritage, we are driven by a passion for innovation and excellence, with a portion of ticket sales being directed towards Australian charities or government initiatives. With joy and delight forming the core of our brand, we strive to cultivate an environment where talented individuals can unleash their creativity, grow professionally, and enjoy their work.

Responsibilities:
  • Deliver exceptional customer service through various channels such as email, chat, and phone, as well as creating help center articles. This includes managing administrative tasks like updating customer details,
  • Handle BPay and Direct Debit deposits accurately following internal fraud prevention protocols,
  • Identify and report technical issues to the internal Jumbo Product Team, contributing feedback and suggestions for ongoing enhancements,
  • Support Marketing activities including social media posts and blog content creation,
  • Stay updated on procedural changes, gameplays, and product offerings on our platforms to effectively communicate with customers,
  • Demonstrate strong attention to detail, tailor responses to customer queries effectively, and focus on issue resolution - experience in conflict resolution and problem-solving is advantageous.
Requirements:
  • 2-3+ years of customer service experience,
  • Excellent verbal and written communication skills,
  • Ability to handle diverse customers and challenging situations with confidence,
  • Basic computer proficiency,
  • Capacity to troubleshoot technical issues with customers (Preferred),
  • Prior experience with CRM systems like Zendesk, Freshdesk, Intercom (Preferred).
Join us at Jumbo where we prioritize the well-being and growth of our team members. As a valued part of our workforce, you can expect:
  • Access to an Employee Assistance Program offering counseling and coaching sessions for personal development,
  • Emphasis on talent nurturing through career advancement and skill enhancement,
  • Enjoy lunch prepared by an onsite chef in Brisbane daily,
  • Engage in various social activities such as chess, corporate games, and team events,
  • Opportunities for internal advancement, transfers, and secondments locally and internationally.
We have made a commitment as a 2024 Circle Back Initiative Platinum Employer to respond to all applicants. Meet our Lottery Operations team:

At Jumbo, we deliver an exceptional lottery experience to over 2.5 million customers globally, supporting more than 11,500 charitable and commercial partners through our platform. In Lottery Operations, we ensure top-notch player experiences, from account management to customer support services and lottery project coordination.

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