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Customer Support Officer

3 months ago

Brisbane, Australia Jumbo Interactive Limited Full time

Immediate Start Available
- On Going Training & Development

**About Us**
We’re an innovative technology company that has achieved remarkable growth over the past 25 years, starting from humble beginnings with a single computer to becoming a thriving global technology business. We work with over 13,000 causes globally and have helped raise over $250 million last FY.

What sets us apart is our unwavering focus on creating possibilities. We develop cutting-edge solutions empowering our lottery and not-for-profit partners to raise funds for their vital causes. We believe in fostering an environment where talented people can innovate, grow, and have fun.

**What will you be doing?**

The role is a part time position, working, 45.6 hr/fortnight, 3 days between Monday to Saturday per a roster system (One Saturday per fortnight). The hours vary between 7:30am-7:30pm (7.6 hours per day).

**Salary Banding**: $56,000 - $63,000+Super (Pro Rata For Actual Hours Worked)

The role is office-based, working in a collaborative team environment alongside our Oz Lotteries Operations team.

As part of your role, you will:

- Process and Reconcile BPay and Direct Debit deposits to customer accounts, in line with internal fraud control measures,
- Test and assist with the reporting of technical issues to internal Jumbo Product Team, including passing on feedback and ideas in the interest of continuous improvement,
- Assist with Marketing functions including posting on social media and creating blog posts,
- Keep up to date with changes in procedures, game play and products offered to customers via our websites and apps and be able to confidently relay this information to our customers,
- Have strong attention to detail and be able to tailor your response to our customers in a way they understand while ensuring a focus on resolving issues - previous experience dealing with conflict resolution and problem solving would be beneficial.

**What are we looking for?**
- 2/3+ years customer service experience,
- Strong communicator, both verbal and written,
- Confident dealing with difficult and a wide variety of customers,
- Intermediate computer skills
- Ability to problem solve technical issues with customers, (Desirable)
- Previous CRM experience (Zendesk, Freshdesk, Intercom (Desirable)

**Why join the Jumbo team?**

At Jumbo, we're all about ensuring our team thrives, as a valued member, look forward to:

- An Employee Assistance Program where you can access counselling and coaching sessions to improve your well-being,
- Focus on talent management, including career and skills development
- An onsite chef (Brisbane) who makes a fresh, gourmet lunch every day
- Social activities - Lunchtime chess, corporate games, soccer, Friday get-togethers, The Joe Awards, quarterly team days, loads of events to celebrate DEI,
- Focus on internal promotion, lateral transfers, and secondments, both locally and internationally.

Diversity, Equity, Inclusion and Belonging is at the heart of everything we do. All team members have an equal voice and opportunity to thrive. We foster a safe environment where our unique perspectives are celebrated, valued, and truly included and we can bring our authentic selves to work.

**We are a 2024 Circle Back Initiative Platinum Employer - we commit to respond to every applicant.