Customer Service Representative

**Customer Service Representative - Expressions of Interest for Christmas Casual Positions**:
We're an early stage, Aussie-born, global fintech disruptor focused on opening up a world of possibilities for businesses seeking simple, seamless, all-in-one payments. What does this mean? We take the complexity out of gift cards, providing new ways to connect merchants and consumers.

With groundbreaking technology that simplifies gift cards for consumers and businesses, as we prepare for the all-important Christmas period, we are now building our customer care and happiness hub here in Sydney.

Working closely with our Customer Service Manager, you know how to make a customer feel special. With your warm, caring nature you ensure every interaction effectively solves the customer issue, complaint, or query.

**What you will lead: What you can demonstrate**:

- Taking initiative to provide excellent support to customers, understanding their needs
- Handling a high volume of inbound customer service requests, as well as outbound follow up using our brand aligned tone of voice
- Acting as the main point of contact and liaison between our customers and the broader team
- Building brand engagement, helping customers by taking the extra mile and educating them
- Following communication "scripts" when handling different topics
- Identifying and responding to customer needs, clarifying information, supporting every issue, and providing solutions and/or alternatives
- Supporting social media question, queries, or comments
- Seizing opportunities to upsell our product benefits as they arise
- Staying in touch with our customers to ensure that they're realising the full potential of the platform
- Lodging customer details into a bespoke CRM system
- Managing escalations in line with the complaints management framework to ensure regulatory compliance

**What you can demonstrate**:

- A proven track record in customer experience
- A passion for continually delivering and improving the customer experience
- The ability to provide service that is responsive to different customer needs
- A track record for hitting the benchmarks
- Strong communication skills - you are an active listener, show empathy and are articulate
- Resilience, you find ways to overcome challenges and high-pressure situations
- You can be effective when autonomous or collaborating with others
- Familiarity with CRM systems and practices
- Previous working experience in a call centre or similar environment
- E-commerce, retail, financial services or payments experience is highly regarded

**Your qualifications**:

- Previous working experience in a call centre or similar environment or a genuine ambition to gain this experience
- E-commerce, retail, financial services or payments experience is highly regarded

**About you**:

- You inspire those around you with your positive mindset
- You have a contagious energy, and engaging style
- You are able to multi-task, prioritise, and manage time effectively
- You are a structured thinker, and use sound judgement to problem solve
- You are comfortable with ambiguity whilst working in an evolving environment
- You take accountability, living up to your commitments
- You know it's not just what you deliver - you do things the right way, every time.
- You love making a difference to a customer - maybe even making their day

**Why is working with Karta so special?**

We are a passionate team, with the customer at the heart of all that we do. We are a welcoming and friendly bunch, on the cusp of something pretty special Inspired by the journey ahead and our supportive leadership team, we are all in. We are building our Company culture together to ensure we can achieve our goals and have fun along the way. We are a true start up, figuring everything out as we go, making progress as we face the usual growing pains. We are excited about our products, the tech stack, and our suit free, open mike no 'bs' work style and approach.

**Diverse Perspectives**:
We know that innovation thrives where diverse points of view come together to solve hard problems in ways that are just now possible. As such, we explicitly seek people that bring diverse life experiences, diverse educational backgrounds, diverse cultures, and diverse work experiences. Please be prepared to share with us how your perspective will bring something unique and valuable to our team.