Customer Support Officer

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.

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. This is a 6 month fixed term role.

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

Initial shortlisted candidates will be emailed some short online assessments (20 mins) to complete as part of the application process.

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

Why join the Jumbo team?
Find Your Freedom -
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.