Customer Support Officer

Jumbo Interactive - Brisbane QLD
Part-timeShift work
  • ASX-300 Company
  • Immediate Start Available
  • Monthly Wellness Reimbursement

About Us
We’re a technology company that’s grown over the last 25-years from a single-computer to a $1billion ASX-300 company.

Our mission is “to make lottery easy”; and our vision is to be the leading global provider of digital lottery products and services. We aim to create the possible - both through the solutions we develop to help our lottery and not-for-profit partners raise more funds; and through enabling our people to innovate, grow and have fun in a collaborative and supportive work environment.

Our roots are in Brisbane, Australia, but our orientation is global and encapsulates a 250+ strong multi-disciplinary team, working with a 10,000+ clients across Australia, the United Kingdom and North America.

What will you be doing?

As a Customer Support Officer (CSO), you will work as part of Customer Support team providing our customers with a positive experience whilst they are using the Ozlotteries.com website and mobile app.

The role is a part-time position, working 30.4hrs/week - 4 days between Monday to Saturday per a roster system (one Saturday per fortnight). The hours vary between 7:30am-7:30pm (7.6 hours per day) with rolling days in office as per roster.

As part of your role, you will:
  • Provide excellent customer service via various methods - including email, chat, phone and creating help centre articles. This also includes administrative functions of our systems such as updating customer information,
  • Process and Reconcile BPay and Direct Debit deposits to customer accounts, in line with internal fraud control measures,
  • Test and assist with the reporting of technical issues to internal Jumbo Product Team, including passing on feedback and ideas in the interest of continuous improvement,
  • Assist with Marketing functions including posting on social media and creating blog posts,
  • Keep up to date with changes in procedures, game play and products offered to customers via our websites and apps and be able to confidently relay this information to our customers,
  • Have strong attention to detail and be able to tailor your response to our customers in a way they understand while ensuring a focus on resolving issues - previous experience dealing with conflict resolution and problem solving would be beneficial.
What are we looking for?
  • 2/3+ years customer service experience,
  • Strong communicator, both verbal and written,
  • Confident dealing with difficult and a wide variety of customers,
  • Intermediate computer skills
  • Ability to problem solve technical issues with customers, (Desirable)
  • Previous CRM experience (Zendesk, Freshdesk, Intercom (Desirable)
As part of the recruitment and initial screening process, candidates will be sent 2x online assessments via Criteria to complete.

Why join the Jumbo team?

We pride ourselves on offering a wide variety of benefits to our Jumbonians. In joining our team, you can expect:
  • A short-term incentive program that rewards your contributions with an annual bonus, dependent on company performance.
  • Flexible working options including hours - remote, in-office or hybrid
  • Commitment to Diversity, Equity and Inclusion across the employee career journey
  • An Employee Assistance Program where you can access counselling and coaching sessions to improve your wellbeing
  • Mobility opportunities, including lateral transfers, secondments both local and international
  • Focus on talent management, including career and skills development
  • An onsite chef who makes a fresh, gourmet lunch every day, straight from our commercial kitchen!
  • Social activities - lunchtime chess, lunchtime soccer, Friday get-togethers
  • 14 weeks of paid parental leave, 4 weeks of paid partner leave
  • Plenty of opportunity for lateral transfers and secondments to test and stretch your skills
At Jumbo, we:
  • Take ownership
  • Are open and respectful
  • Create possibilities
  • Exist for our customers
  • Are adaptable.
We are a 2022 Circle Back Initiative Employer – we commit to respond to every applicant.
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Attention - In the recruitment process, legitimate companies never withdraw fees from candidates. If there are companies that attract interview fees, tests, ticket reservations, etc. it is better to avoid it because there are indications of fraud. If you see something suspicious please contact us: [email protected]