Customer Service Consultant

A leading organisation in the heart of Brisbane CBD is seeking multiple enthusiastic Customer Service Consultants to join their vibrant team, commencing on 2nd February. This is a unique opportunity to become part of a workplace renowned for its fantastic culture, where monthly team awards celebrate your contributions and commitment. With comprehensive training provided and ongoing support from knowledgeable leaders, you will have every opportunity to develop your skills and grow within a supportive network. If you are passionate about delivering exceptional service and thrive in a role where your empathy and communication skills make a real difference, this is the perfect next step for you. We have 8 positions currently available to fill. To secure a position you must be available to attend an Assessment Centre on Wednesday 21st January.

What you'll do:

• Respond promptly and compassionately to customer enquiries via phone and web chat, ensuring each interaction leaves the customer feeling valued and understood.
• Assist customers with all aspects of their online accounts, including login support, ticket purchases, deposits, withdrawals, and troubleshooting account issues.
• Accurately enter data across multiple systems while maintaining high standards of quality and integrity in all customer interactions.
• Utilise knowledge management tools to research information efficiently and provide clear, concise answers to customer queries.
• Support both business-to-business (B2B) and business-to-consumer (B2C) customers across digital, phone, and email channels with professionalism and patience.
• Provide administrative assistance for unmatched deposits, banking processes, deceased estates management, fraud monitoring, and other operational tasks as required.
• Adhere strictly to responsible gaming procedures including early intervention conversations, account suspensions or exclusions, spend limits enforcement, and problem gambling register maintenance.
• Verify customer identification using Green ID protocols while ensuring confidentiality and compliance with regulatory requirements at all times.
• Handle complaints sensitively by de-escalating dissatisfied customers through patient listening, empathetic responses, and effective resolution strategies.

What you bring:

• Demonstrates genuine empathy by understanding each customer's emotions and perspective during every interaction.
• Exhibits patience by allowing customers time to explain their concerns fully without rushing them towards solutions.
• Practises active listening by giving undivided attention, reflecting back key points, summarising discussions accurately, and using verbal cues effectively.
• Applies effective questioning techniques to clarify issues thoroughly before offering guidance or solutions.
• Possesses keen observation skills that enable recognition of tone changes or emotional cues which may indicate underlying concerns.
• Communicates clearly in both written and verbal formats while maintaining compassion and professionalism at all times.
• Maintains accurate documentation by producing detailed notes after each interaction and keeping spreadsheets up-to-date for audit purposes.
• Upholds ethical decision-making standards by always protecting confidential information and acting with integrity when handling sensitive matters.
• Balances business regulations with customer expectations through sound judgement informed by relevant policies or guidelines.
• Builds effective relationships with colleagues as well as customers through dependable teamwork and mutual respect.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Madeline Wyld on 61 7 3032 2213 for a confidential discussion.