Customer Support Representative

Skills

About the Role

You will handle member enquiries through email, chat, and phone, answering questions about accounts, products, and transactions. You will resolve account issues, manage complaints, provide accurate and compliant support, connect feedback to operational improvements, and use AI tools to improve response quality and efficiency.

Requirements

• 2+ years of experience in B2C customer support customer success or customer-facing roles
• Experience with CRM ticketing live chat and phone systems
• Understanding of financial products and services
• Ability to communicate complex concepts clearly in writing and verbally
• Strong attention to detail and compliance awareness
• Interest in AI applications for customer support
• Full working rights in Australia
• Curiosity and thoroughness
• Empathy and patience
• Proactive problem-solving
• Clear communication
• Collaboration
• Continuous learning
• Systems thinking

Responsibilities

• Handle member enquiries through email chat and phone
• Answer questions about account features product functionality account management and transactions
• Resolve issues involving deposits withdrawals account updates and identity verification
• Manage complaints and feedback compassionately
• Escalate complaints and complex issues appropriately
• Provide accurate and timely support using product knowledge and internal systems
• Connect member feedback to product and operational improvements
• Maintain compliance with financial services regulations ASIC guidance and company policies
• Use AI-powered support tools to resolve enquiries and improve response quality

Benefits

• 2 days per week working from home
• Health and wellness benefits
• Access to AI tools and training