Job description
Company Description
About SEEK
SEEK’s portfolio of diverse businesses make a positive impact on a truly global scale. Our purpose is to help people live more fulfilling and productive working lives and help organisations succeed. We create world-class technology solutions to connect more people to relevant employment, education, small business and volunteer opportunities. We have a culture of high-performance in our workplaces and celebrate the diversity of our employees who contribute to the success of our organisation.
Life at SEEK
SEEK’s purpose is at the centre of everything we do. Our SEEK, which defines the way we work, is all about what makes us unique and a little bit different. Passion, Team, Delivery and Future are our principles that drive innovation and creativity. SEEK strives to support employee wellbeing by providing an amazing experience at work which led us to being named AFR BOSS Top 10 Best Places to Work in Technology (2021-2024). We are proud to work in an environment that’s inclusive where everyone’s unique ideas, experiences and perspectives are valued.
Our award-winning head office in Cremorne (just a 4 min walk from Richmond station) provides an exceptional space to collaborate with colleagues. The building provides sweeping views of the city, a games area, sit and stand desks at every workstation, modern end-of-trip facilities and Thursday night drinks which gives our people an opportunity to connect in a social setting.
Job Description
About the role
This is a 6 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.
Our Customer Service Representatives deliver exceptional support by resolving customer issues effectively and efficiently. They serve as the primary point of contact for customer inquiries, troubleshoot problems, process transactions, and gather valuable feedback that helps SEEK improve its products and services – they are critical in delivering optimal customer experience.
Key Responsibilities
- Resolve all customer queries at the first point of contact using agreed guidelines and work practices
- Provide support for all customers across channels as needed
- Provide feedback to Team Leads about recurring customer pain points so that they can be raised to key stakeholders (e.g. Finance, Product, Trust & Safety, Go to Market)
- Record a summary of all customer interactions in CRM and ensure compliance when entering customers records that enable the business to capture customer insights and maintain continuity of service
- Keep up to date with any marketing, product, finance or online security activity to ensure that you are able to respond to queries
- Provide a world-class quality service to customers as measured by internal monitoring and customer feedback
- Be a flexible resource responding to ad hoc requests that support improving customer experience, as well as being agile to support business needs across customer type and channel
- Providing feedback to ensure a continuous improvement mindset is applied to every interaction
Qualifications
Skills and experience
- Exceptional written and verbal business communication skills across multiple touch points, via multiple channels
- Strong problem-solving skills and an ability to remain calm under pressure
- An ability to meet deadlines in a fast-paced environment
- Demonstrated ability to effectively resolve customer issues/pain-points with empathy and patience
- Great time-management, prioritisation and follow-up skills, including, the ability to effectively balance quality and quantity of output
- Act with a sense of urgency while supporting multi-channel inbound and outbound requirements based on SEEK’s business needs
- Works effectively in a team, leveraging a Growth mindset
- Adaptable to change and the ability to think on your feet with a willingness to take accountability for outcomes
- Demonstrates initiative, attention-to-detail and is a fast learner
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.
- SEEK is committed to operating sustainably and is preparing for the impacts of climate change and the transition to a low-carbon future, and is working to minimise its environmental impacts which includes a long-term emissions reduction target of net zero by FY2050
- SEEKer Support, a confidential service that offers employees up to six sessions with a mental health professional of your choice
- Access to a wide range of discounts on things such as health insurance, fitness, food, travel, accommodation plus many more
- Professional development sessions with industry leading guest speakers
- Frequent events including sports days, annual Christmas party, hackathon, and trivia
- Free kick-start breakfast every morning and fresh fruit available all day in our offices
- Casual dress – every day
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 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.
