Customer Service Agent

2 weeks ago

Haymarket, Australia Hatch Full time

** This role is at Hnry (not for Hatch)**

Hatch is supporting Hnry to find a great Customer Finance Agent to join their customer service team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Hnry.

**About the role at Hnry**

The Customer Finance Agent is responsible for supporting customers in meeting their tax obligations, working closely with government agencies on behalf of customers and ensuring that all customers feel confident that their financial affairs are all being taken care of.

You will be:

- Working with government tax agencies to resolve issues on behalf of our customers
- Working with customers to support them in getting on top of any legacy financial issues they may have
- Onboarding new customers including conducting AML/CFT checks
- Working with our Partners to ensure customers are paid correctly
- Reconciling transaction and payments data where required
- Processing tax returns on behalf of customers
- Providing second-line support to customers, answering tax technical queries escalated by the Customer Care team
- Conducting follow-up calls with new customers and providing them with assistance as required
- Writing/maintaining online help articles
- Educating customers about tax in a way that is very easy to understand (essentially acting as an interpreter)
- Adhering to established support practices to ensure customers receive the same quality of service regardless of who they deal with
- Providing feedback to technical staff and the wider team to optimise the customer experience based on customer interactions

**Seniority**

**Entry Level** - A role for someone with underlying potential, good motivation and ability to learn. Typically no direct experience is required.

**Core Responsibilities**
- Collaborative Issue Resolution - Collaborate with other people or teams to resolve complex customer issues
- Customer Education and Onboarding - Assist customers in onboarding, provide education on product features, and give personalized support for success
- Query Handling (online / live chat) - Address and resolve queries, questions, and problems via online platforms to ensure positive customer outcomes and experiences

**Strengths**
- Written communication - Writes in a clear and structured format to convey information and ideas effectively to a target audience
- Service orientation - Actively seeks and develops strategies to help key stakeholders
- Verbal communication - Speaks clearly to convey information effectively to a target audience

Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Hnry.

We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.

**Salary**: $60,000.00 - $85,000.00 per year

Work Location: Hybrid remote in Haymarket, NSW 2000

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