BNE Customer Service Consultant – Universal

A leading organisation in Brisbane CBD is seeking Customer Service Consultants to join their vibrant team starting on the 20th July. This role offers comprehensive training, supportive leaders, and a fantastic culture, with opportunities to develop your skills and grow within a supportive network. We currently have 7 positions available. To secure your spot, you must be available to attend an Assessment Centre on Wednesday 1st of July.

Working Hours:

• This is a full-time position, working 38 hours per week across Monday to Friday
• You will be on a rotating roster scheduled between 7am - 7:30pm.
• This role is 100% on site, based in Brisbane CBD
• This is initially a 3-month contract, with the possibility of being extended.

As a Customer Service Consultant, you will:

• Respond promptly and compassionately to customer enquiries via phone and web chat, ensuring every interaction leaves the customer feeling valued and understood.
• Assist customers with online account management, 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.
• Use knowledge management tools to research information efficiently and provide clear, concise answers to customer queries.
• Support both business-to-business and business-to-consumer 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/exclusions, spend limits enforcement, and problem gambling register maintenance.
• Verify customer identification using Green ID protocols while ensuring confidentiality and compliance with regulatory requirements.
• Handle complaints sensitively by de-escalating dissatisfied customers through patient listening, empathetic responses, and effective resolution strategies.

To succeed in this role, you will:

• Demonstrate genuine empathy by understanding each customer's emotions and perspective during every interaction.
• Exhibit patience by allowing customers time to explain their concerns fully without rushing them towards solutions.
• Practise active listening by giving undivided attention, reflecting back key points, summarising discussions accurately, and using verbal cues effectively.
• Apply effective questioning techniques to clarify issues thoroughly before offering guidance or solutions.
• Possess keen observation skills that enable recognition of tone changes or emotional cues which may indicate underlying concerns.
• Communicate clearly in both written and verbal formats while maintaining compassion and professionalism at all times.
• Maintain accurate documentation by producing detailed notes after each interaction and keeping spreadsheets up-to-date for audit purposes.
• Uphold ethical decision-making standards by protecting confidential information and acting with integrity when handling sensitive matters.
• Balance business regulations with customer expectations through sound judgement informed by relevant policies or guidelines.
• Build effective relationships with colleagues as well as customers through dependable teamwork and mutual respect.
• Be system-savvy or quick to learn new technologies as you will be working across 3–5 different systems simultaneously.
• Demonstrate strong multitasking abilities while maintaining accuracy under pressure.

Benefits:

• Be part of a vibrant team with a fantastic workplace culture.
• Receive comprehensive training to set you up for success.
• Work alongside supportive leaders who are invested in your growth.
• Enjoy opportunities for skill development and career progression.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Linda Jessen on 07 3032 2260 for a confidential discussion.