Customer Support Specialist/Phone Based Role

Location Mascot, Australia Sector Call Centre & Customer Service Salary $67,000.00 per annum Benefits Hybrid

WOW Recruitment are currently seeking a Customer Support Specialist to support our Fintech client, a leader in the payments industry, based in Mascot with 1 day WFH flexibility once trained.

The role: You will be joining the Biller Support team, responsible for handling about 19 inbound calls and emails per day from existing customers and businesses. This role focuses on providing high-quality support for payment inquiries, account management, and troubleshooting. You will also:

• Maintain accurate records of customer interactions in the CRM system.
• Provide detailed information and guidance on the features and benefits of the company's solutions.
• Collaborate with internal teams to upscale and resolve complex issues.
• The team is a mature, collaborative environment where you will be cross trained to cover other roles.

The perks:

• Training: You will receive comprehensive training, including listening to calls, completing modules, shadowing for a week, and working on a limited number of cases before taking on a full workload.
• Support: The team leader, Joanne, provides weekly 1-on-1s and consistent support, with a management style that is collaborative, caring, and supportive of growth. She works alongside the team to help with cases when needed.
• Growth: This is a growing business with long term opportunities for progression into areas like sales, marketing, operations, or finance.

About you: The ideal candidate for this role is someone who is customer centric, approachable, and takes constructive feedback well. You must have a positive mindset, be a respectful, hard working team player, and possess the following:

• Proven experience in a customer support role.
• Strong communication skills, both written and verbal.
• Ability to troubleshoot technical issues and provide clear, step by step solutions.
• Strong problem solving skills and attention to detail.
• Comfortable working both independently and as part of a team.
• Proficiency in using customer support software and CRM systems.

Benefits

• WFH: 1 day a week, flexible (Tuesday-Friday).
• Incentives: Quarterly bonuses once you pass probation.
• Awards twice a year: Staff nominating staff for an award and prize based on above and beyond performance.
• Culture: Thursday afternoon socials with nibbles and drinks, and an incredible culture built on company Values.
• Leave: 20 annual leave days, and 5 additional 'Odd Job Days' per year for personal matters.

If you have the experience and would like to know more about the role, please contact Louise by applying now.