Customer Support Officer x2

At Oz Lotteries' we exist to make this a reality We bring Australia joy and delight, with more chances to win more often. We offer everyday Aussies the chance to dream and win on a wide range of commercial and charity lotteries. Oh, and we are proudly Aussie-owned and operated

Owned by ASX-listed company Jumbo Interactive, Oz Lotteries has operated as an e-commerce lottery retailer since 2005 and was one of the first online retailers. Over the past 18 years, we have grown to have a strong player base who chose our convenient and trustworthy platform to play both popular commercial lotteries, such as Powerball and Oz Lotto and charity lotteries, which was (and still is) a point of difference for our brand.

What will you be doing?

You will work as part of the Customer Support team, providing our customers with a positive experience while using the website and mobile app.

Permanent Full-time: based in the office, working 5 days between Monday to Saturday per a roster system (One Saturday per fortnight). The hours vary between 7:30 am-7:30 pm (7.6 hours per day).

Part-time: Based in the office, hours/days will be a fortnightly rotating roster with one week consisting of 3 weekday shifts and the following week consisting of 2 weekday shifts and one Saturday shift. We aim to achieve an even split of morning (8 am - 4:30 pm during non daylight savings periods or 7 am - 3:30 pm during daylight savings periods) and evening shifts (11 am - 7:30 pm) throughout this rotation.

As part of your role, you will:

• Manage inbound customer inquiries via phone, email, chat, and Help Centre articles, delivering timely and accurate support,
• Handle complex and sensitive customer issues, ensuring thorough investigation and resolution,
• Maintain accurate customer account records and process BPay and Direct Debit deposits in line with fraud control procedures,
• Make outbound calls as needed to support customer account management and follow-ups,
• Collaborate with internal teams to report and troubleshoot technical issues, contributing to continuous service improvements,
• Stay informed on product updates, gameplay changes, and company policies to provide clear and confident guidance to customers.
• Participate in team meetings and training sessions to enhance skills and support operational goals,
• Demonstrate strong attention to detail and adapt communication to meet diverse customer needs, with a focus on problem-solving and conflict resolution.

What are we looking for?

• Previous experience in a call centre or customer-focused role,
• Strong problem-solving skills, especially in resolving technical issues with customers
• Excellent verbal and written communication skills
• Confidence in handling complex and sensitive customer matters
• Proficiency with CRM systems such as Zendesk, Freshdesk, or Intercom is highly desirable
• Knowledge of responsible gambling practices and relevant legislation is a plus
• Ability to maintain accurate customer account records and manage multiple communication channels effectively

Salary: $60,000 - $63,000 + Super

Why join the Jumbo team?

At Jumbo, we're all about ensuring our team thrives, as a valued member, look forward to:

• An Employee Assistance Program where you can access counselling and coaching sessions to improve your well-being,
• Focus on talent management, including career and skills development
• An on-site chef (Brisbane) who makes a fresh, gourmet lunch every day
• Social activities - Lunchtime chess, corporate games, soccer, Friday get-togethers, The Joe Awards, quarterly team days, loads of events to celebrate DEI,
• Focus on internal promotion, lateral transfers, and secondments, both locally and internationally.

Candidates who are offered a position will be required to complete pre-employment checks through our partner, Checkmate.

We are a 2025 Circle Back Initiative Gold Employer – we commit to respond to every applicant.