Customer Service Specialist

**ABOUT DIGICERT**

We're a leading, global security authority that's disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to little things like surgically embedded pacemakers. We help companies put trust—an abstract idea—to work. That's digital trust for the real world.

**ABOUT DIGICERT**

DigiCert is a leading provider of scalable security solutions for a connected world. The most innovative companies, including the Global 2000, choose DigiCert for its expertise in identity and encryption for web servers and Internet of Things devices. DigiCert supports SSL/TLS and other digital certificates for PKI deployments at any scale through its certificate lifecycle management platform, Central®. The company has been recognized with dozens of awards for its enterprise-grade management platform, fast and knowledgeable customer support, and market-leading growth.

**WHATS IN IT FOR YOU**
- Private Health Insurance
- Employee Assistance Program
- Education Support Program
- Headspace membership
- Novated Leasing
- Gym Allowance
- Life Insurance
- Disability Insurance
- Sabbatical
- Moving Leave
- Study Leave
- Paid Maternity/Paternity Leave
- Flexible/Hybrid work environment

**Prime Responsibilities**:
To work in CAS in DigiCert, you are required to pass an extended background check, which will be carried out throughout your tenure in the company, to ensure you maintain our required trusted employee status.

The Customer Service Specialist has two key areas of responsibility: customer authentication and customer service.

Customer Authentication
- Determine if customer's company is a legitimate legal business entity
- Determine if customer's company has the legal right to use the internet domain name listed on the certificate signing request.
- Verify that a customer's named contacts are employed at customer's company and/or have the legal right to request and/or administer the digital certificate.
- Utilise local knowledge of your supported country to mitigate risk while evaluating enrolments.
- Failure to follow policy guidelines and due care while processing may result in a breach in security, which may result in facilitating fraudulent activity on a customers' website, and cause damage to the DigiCert brand.

Customer Service
- Seek assistance from management and senior team members to resolve policy, process, and system issues.
- Build relationships with our customers to ensure customer loyalty.
- To best assist customers develop a strong knowledge of DigiCert's products and customer portals.

**Additional Responsibilities**:
To help enhance the team's operational effectiveness and customer satisfaction, the team is encouraged to:

- Participate in projects and system implementations
- Continually look for ways to improve our operational effectiveness, including researching databases to assist us verify information
- Be the voice of the customer and raise up issues which impact customer satisfaction
- Assist with mentoring new team members
- Share your knowledge with the team

**Qualifications & Experience**:

- Fluent in English PLUS one or more of the following languages: Korean, Thai, Japanese, Hindi, Mandarin, Chinese - Cantonese/Mandarin
- Excellent written and oral communication in native language and any language listed on CV (including English)
- Customer service experience
- Diploma or bachelor's degree desirable, but not required
- Experience in a policy / compliance role an advantage (banking, finance, fraud etc.)

**Skills & Attributes**:

- Detail orientated and high level of accuracy
- Strong PC skills and fast typing speed
- Ability to multitask
- Fast learner who is keen to continue learning and developing
- Good interpersonal skills
- Open to receiving and giving constructive feedback
- Strong decision making, and problem-solving skills is required
- Open to change - ability to work in a fast paced, changing environment
- Ability to perform under pressure to meet deadlines and targets
- Ability to work as part of a team, but also as a sole contributor within a team structure
- Health insurance