Senior Customer Support Professional

4 days ago

Perth, Western Australia beBeeCustomerService Part time $55,000 - $65,000
Job Overview

We are seeking a skilled professional to join our team as a Customer Service Specialist. The ideal candidate will possess excellent communication skills and be able to handle inbound and outbound calls with professionalism and poise.

About the Role
  • This position involves handling customer inquiries related to potential scam or fraud activity, providing exceptional service to ensure customer satisfaction and confidence in our services.
  • The successful candidate will work in a fast-paced environment, collaborating with colleagues to identify digital fraud trends and report on these accordingly.
  • This role requires strong problem-solving and decision-making capabilities, as well as a high level of personal integrity and commitment to confidentiality and privacy principles.
Responsibilities
  1. Handle inbound and outbound calls relating to potential Scam or Fraud activity, ensuring timely and effective resolution.
  2. Provide peace of mind for customers by delivering exceptional service when handling fraud/scam call enquiries.
  3. Work collaboratively with colleagues to identify digital fraud trends and report on these accordingly.
  4. Perform detection analyst duties over scam/fraud related events and ensure sound decisions are made whilst following standard operating procedures.
  5. Identify and manage a high volume of customer calls and scam alerts.
  6. Promptly escalate issues/risks out of delegation and/or as required.
  7. Maintain an up-to-date focus on financial crime, security-related trends and emerging issues, and share knowledge obtained.
Requirements
  • Strong problem-solving and decision-making capability.
  • High level of personal integrity & commitment to confidentiality & privacy principles.
  • Availability to be rostered across a 24-hour/7-day roster.
  • Financial Services Industry experience preferred with a focus on Online and Mobile correlated roles.
  • Demonstrated experience in the delivery of excellence in customer service including personal, written and verbal skills.
  • Ability to resolve basic customer complaints.
Key Skills
  • Excellent customer service skills to build and maintain positive relationships.
  • Ability to work in a high-volume call centre environment.
  • Ability to think outside the box to provide the best solutions.
  • Ability to perform well in an ambiguous environment.
  • Desire to deliver excellent customer service.
  • Ability to interact with a wide range of customers and colleagues.
What We Offer
  • A dynamic and supportive work environment.
  • Opportunities for career growth and development.
  • A competitive salary and benefits package.

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