Customer Service Representative

7 months ago

Sydney, Australia SBS Full time

We also acknowledge the unique contribution that Aboriginal and Torres Strait Islander peoples make to our society and our workplace through their enduring and continued connection to land, sea, sky and community.

**About Us**

SBS is one of the world's most unique and innovative media organisations, producing trusted, meaningful and engaging content that exists for all Australians to inspire, support and celebrate the diversity of our multicultural society.

Our purpose, for the last 40 years, has reflected and explored the evolving diversity of Australia, investing in initiatives to deepen its connections with communities, sharing their stories and giving a voice to those often unheard, with the aim of increasing understanding and respect of the differences that make up Australia.

SBS is a truly distinctive network, showcasing multicultural, multilingual and First Nations stories otherwise untold in the Australian media.

**The Department**

Working at SBS’s headquarters in Artarmon, Sydney, you will be a member of an agile, dedicated team responsible for receiving and handling audience enquiries.

Reporting to the Product Satisfaction lead, this role is on the frontline of SBS On Demand customer communication using the audience service tool to ensure our audiences receive world class customer service and understand how to use and enjoy SBS On Demand.

**The Role**

Reporting into the Customer Service Lead within our SBS On Demand team this role will see you:

- Respond to tickets submitted by customers via the audience service tool, ranging from managing technical enquiries, answering content and programming questions, problem solving and general SBS On Demand Customer Service support;
- Test and verify issues reported by customers and escalate as required.
- Assist in preparing shared responses to common customer queries and proactively distribute these to customers via the audience service tool;
- Work as part of the customer service team to meet SLAs and KPIs;
- Proactively monitor customer communications in order to assist in maintaining an agile Help Centre.

**About you**
- Role model customer-focused behaviours, playing a critical role in feeding customer input and suggestions back to the wider team and be hungry to know how customers are using SBS On Demand.
- Articulate communicator who has a commitment to delivering exceptional customer service with patience, empathy, and professionalism in order to convey technical information clearly and concisely to customers of varying technical backgrounds.
- Exposure to, and awareness of digital products and services is essential, as is a strong knowledge and understanding of SBS programs and the SBS On Demand service.

Weeknight and weekend availability is a requirement for this role. Previous experience in a technical support role, in the streaming media or entertainment industry will be highly regarded.

Feel like you meet most, but perhaps not all the criteria listed? Then, send through your detail as whilst we have specific requirements in mind we can look at how we can bridge the gaps

Some of the reasons to consider working with us:

- The people a genuine sense of feeling included (we truly celebrate and welcome difference) and being part of one of the most inclusive companies in Australia
- The culture and the engagement of our workforce, we are proud to have an employee engagement score of 82% with low levels of employee turnover.
- A brand that is not only recognisable but trusted and established, we have been broadcasting for over 40 years and we’re not done yet
- We offer a range of benefits from, health care checks, salary packaging, Employee Assistance Programme, flexible work arrangements and discounted gym membership nationally with FitnessPass.
- We also love to promote from within we have allocated funds to do just that and help with training gaps when moving from role to role.

For other opportunities within our organisation please visit our careers website SBS Careers - Working at SBS

Reasonable adjustments

To find out more about reasonable adjustments with SBS, please view our video here.

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