Customer Service Representative

Job Description

The Role

This is a 9 month fixed-term contract

As a Customer Service Representative at SEEK, you'll be part of a fast-paced and supportive environment where you can make a real difference. You'll work on complex challenges that have a direct impact on people's lives, helping us evolve our business and reach new heights.

You will be the first point of contact for Hirers and Candidates, providing support through inbound calls, emails, and live chat. Your role is essential in ensuring a seamless customer experience by troubleshooting issues, providing information, and resolving inquiries efficiently.

Key Responsibilities

• Resolve customer inquiries at the first point of contact using established processes
• Provide live chat, inbound, outbound support to Australian, New Zealand, and international candidates and hirers
• Troubleshoot and resolve technical issues related to SEEK's platform, job postings and account access
• Provide Level 1 Finance support, assisting with billing and invoicing queries and escalating as required
• Track and manage customer interactions using CRM systems
• Monitor and respond to emerging issues, providing feedback to Team Leaders for continuous improvements
• Support outbound call campaigns, educating customers on new features and products
• Provide backup support for team members to maintain consistent customer service delivery

Qualifications

Skills and Experience

• Strong problem-solving skills, particularly in troubleshooting technical issues and platform functionality
• Proven experience in customer service or client-facing role, with a customer-first approach
• Experience using Salesforce CRM (or a similar CRM platform) to track and manage customer interactions
• Strong written and verbal communication skills to effectively assist customers across multiple touchpoints
• Strong time management and prioritisation skills to handle multiple customer needs efficiently
• Ability to collaborate effectively with cross-functional teams

Additional Information

Fixed Term Perks

At SEEK we offer:

• Support of flexible working, including a mix of office and work from home days depending on your role
• SEEKer Support, a confidential service that offers employees access to free quality counselling sessions with a mental health professional of choice
• Frequent events including sports days, year-end party, hackathon, and trivia

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 don't 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 with 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.