Senior Customer Service Specialist

5 days ago

Sydney, New South Wales, Australia ASIC Full time
About the Role

We are seeking a highly skilled and experienced Senior Customer Service Specialist to join our team at ASIC. As a key member of our customer service team, you will be responsible for providing exceptional service to our clients, resolving complex issues, and contributing to process improvement initiatives.

Key Responsibilities
  • Handle customer enquiries related to One ASIC Regulatory systems, including troubleshooting issues and acting as a conduit between the business, project teams, and IT to resolve or escalate complex issues.
  • Liaise with external stakeholders on online interactions via the ASIC Regulatory Portal.
  • Support internal and external stakeholder training activities, including updates to learning resources.
  • Contribute to process improvement and innovation initiatives.
  • Support user acceptance and product verification testing for system improvements, new products, and/or system releases.
  • Develop and maintain relationships with subject matter experts and other stakeholders across ASIC's regulatory businesses.
Qualifications and Experience
  • A relevant bachelor's degree and/or experience in maintaining customer relations and resolving customer issues in a complaints or support desk environment.
  • Ability to understand business processes and undertake user acceptance testing.
  • Problem-solving skills, including the ability to triage and resolve stakeholder and system issues.
  • Experience working in a team environment.
  • Strong experience in the use of business systems, including Microsoft Dynamics CRM, SharePoint, and other similar software.
  • Strong customer service skills, including the ability to identify and resolve internal and external user issues.
Capabilities
  • Communicate effectively to all audiences in both written and verbal formats to achieve intended purposes.
  • Successfully influence and negotiate cooperatively with others to reach an intended goal.
  • Effectively plan and manage projects.
  • Identify and analyse problems and develop innovative, future-focused solutions.
  • Identify and manage risks to avoid or minimise negative impacts.
  • Read, understand, create, and communicate data as information.
  • Identify opportunities to use technology to improve processes and deliver outcomes.
What We Offer

ASIC offers a competitive salary package, including a base salary of $80,000 - $110,000 per annum, depending on experience.

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