Customer Service Representative
Customer Service Representative
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Salary Not Disclosed
1 Vacancy
Job Description
The Role
As a Customer Service Representative at SEEK youll be part of a fastpaced and supportive environment where you can make a real difference. Youll work on sophisticated challenges that have a direct impact on peoples lives helping us evolve our business and reach new heights.
As a Customer Service Representative at SEEK you will be the first point of contact for Hirers and Candidates providing support through inbound calls emails and live chat. Your role is important in ensuring a seamless customer experience by troubleshooting issues providing information and resolving inquiries efficiently. Reporting to a Customer Success and Service Manager you will work closely with Sales Product Finance and IT teams to deliver exceptional service and continuous improvements.
Key Responsibilities
- Resolve customer inquiries at the first point of contact using established firstcontact resolution guidelines.
- Provide live chat inbound and outbound phone support to Australian New Zealand and international candidates and hirers.
- Troubleshoot and resolve technical issues related to SEEKs platform job postings and account access.
- Provide Level 1 Finance support assisting with billing and invoicing queries and escalating as the need arises.
- Accurately record all customer interactions in Salesforce CRM and PureCloud ensuring compliance and data integrity.
- Supervise and respond to emerging issues providing feedback to Team Leaders for continuous improvement.
- Stay up to date with SEEKs products services and policies to provide informed customer assistance.
- Support outbound call campaigns educating customers on new features and products.
- Assist with fraud prevention by identifying and calling out suspicious activity.
- Provide backup support for team members to maintain consistent customer service delivery.
Qualifications :
Essential Qualifications Skills and Experience
- Strong problemsolving skills particularly in troubleshooting technical issues and platform functionality.
- Proven experience in customer service or a clientfacing role with a customerfirst approach.
- Strong written and verbal communication skills to effectively assist customers across multiple touchpoints!
- Experience using Salesforce CRM (or a similar CRM platform) to track and manage customer interactions.
- Strong time management and prioritisation skills to handle multiple customer needs efficiently.
Other Qualifications Skills and Experience
- Experience in a multichannel customer service environment including phone email and live chat support.
- Knowledge of finance processes such as invoicing and billing.
- Familiarity with job posting technology recruitment platforms or API integrations.
- Experience working with PureCloud or similar customer service software.
- Exposure to fraud detection and prevention processes.
- Experience supporting marketing or branding campaigns through customer interactions.
The Team
This role sits within the Customer Service Department reporting to a Customer Success and Service Team Manager. The team is crossfunctional collaborating with Sales Product IT and Finance to improve the customer experience. The team operates in a fastpaced multichannel environment with regular standups training sessions and continuous learning opportunities. This position is a highly engaging position and plays a key role in supporting both customers and internal teams.
Additional Information :
At SEEK we offer:
- Annual Performance Bonus Plan
- Support of flexible working including a mix of office and work from home days depending on your role.
- Paid and unpaid leave benefits including Personal Flexi Days and Volunteer Days as well as the opportunity to purchase additional leave
- Support for parents with 14 weeks paid primary carers leave and 2 weeks paid leave for partners
At SEEK we are passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.
We know teams with diverse ideas experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such we welcome applications from people with diverse backgrounds and life experiences especially as they relate to gender sexual identity culture faith disability and life stages. If you have the skills curiosity and an adaptable mindset but dont meet every responsibility or qualification listed in this advertisement please still get in touch with us.
Should you require any specific support or adjustments throughout the recruitment process and beyond please advise us and we will be happy to assist.
For this role only those candidates with the eligible right to work will be considered.
SEEK kindly requests no unsolicited resumes or approaches from recruitment agencies and will not be responsible for any associated fees.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
