Customer Support Specialist (L2 Escalations)

At Symbos we build connected humancentred experiences through trust empathy and smart use of technology. Were looking for a Customer Support Specialist (L2 - Escalations) to play a key role in resolving complex enquiries managing escalations and continuously improving how we support our customers.

This role sits within our Customer Care function and works closely with teams across the business to ensure issues are resolved thoroughly consistently and with care.

About the role

In this position you will be responsible for managing escalated customer enquiries and complaints across multiple channels while contributing to better processes reporting and training. Youll take a customerfirst approach balancing empathy with clear decision making and strong followthrough.

Key responsibilities include:

• Managing escalated customer enquiries and complaint resolution via phone email and digital channels
• Handling callback requests logged through the Global Support Centre
• Investigating complaints and identifying root causes to prevent repeat issues
• Supporting complaint reporting monitoring SLArisk cases and following up in jeopardy matters
• Working with Service Delivery Regional Managers and other teams to resolve customer concerns
• Supporting First Day NPS complaints and related followup
• Providing insights and recommendations to improve Customer Care practices
• Assisting with quality assurance process improvement and training material development
• Supporting customerrelated investigations and administrative tasks
• Liaising with third parties when required including collection agencies and governmentrelated matters such as Child Care Subsidy claims

About you

You bring a calm structured and solutionsfocused approach to customer support particularly in complex or sensitive situations. Youre comfortable taking ownership working across teams and managing competing priorities.

You will ideally have:

• Experience in customer service complaints handling or escalations management
• Strong written and verbal communication skills
• Excellent attention to detail and organisational ability
• The ability to prioritise work and manage deadlines effectively
• Confidence supporting a diverse customer base
• Experience working with KPIs and service standards
• Proficiency in Microsoft Word and Excel
• Knowledge of billing and Child Care Subsidy processes is highly regarded

Why join Symbos

At Symbos growth is part of our DNA. We foster a culture built on trust collaboration and meaningful work where your contribution directly improves customer experiences and helps teams work better together.

If youre passionate about customer care and want to make a genuine impact through quality service and continuous improvement wed love to hear from you.

Application process

We value your time. To make applying quick and straightforward shortlisted candidates will be invited to complete an online assessment as the next step. Its designed to help you showcase your strengths and keep the process moving efficiently so you get feedback sooner and clarity faster.