Operations Associate

What you’ll do

This is an exciting entry level opportunities for those starting or continuing their career in customer service where you will support customers with their Fit2Work background checks and employment screening services. 

As part of this contact centre role you will be responsible for Identifying and meeting the needs of the customer and providing a high level of customer service while providing information and answering questions, and explaining products and services.

You will be joining a diverse team and supported by an experienced team leader where you will be provided with structured training for 3-4 weeks. There are ample opportunities for career progression and great company benefits including an extra leave, discounts, as well as training and development. 

You will also be available to work across a roster from 07:00am - 5:00pm, Monday-Friday, although we are usually able to align rosters to our team’s first preferences. This is a full time role based in the Brisbane CBD however the team works from home on Mondays and Fridays.

Key responsibilities include:

• Deliver excellent customer service via phone, email and chat assisting with inquiries.

• Guide customers through the background check and screening process aligned to various government requirements, helping them solve problems related to their background check processes. 

• Respond to client and consumer queries in a timely manner meeting KPI’s, providing excellent customer service

• Handle complaints in a highly professional manner

• Execute the fulfilment/delivery of all product and services in accordance with SLA’s, following standard processes and procedures

• Work closely with other teams to escalate and resolve more complex issues.

• Ensure compliance with privacy and security guidelines when handling sensitive customer data. 

• Maintain a positive and solution oriented approach to ensure a positive experience for our customers. 

• Ability to adapt and learn new skills and processes quickly as products and requirements change. 

What experience you need 

• Some experience customer-facing roles (retail, hospitality, call centres etc) is beneficial but not essential as full training will be provided. 

• Demonstrated ability to solve customer problems and work with customer frustrations 

• Attention to detail and problem solving skills.

• Ability to work efficiently in a team-oriented environment

• Familiarity with computer skills (e.g., Microsoft Office, Google Workspace).

What could set you apart

• Similar experience in the Banking & Finance sector

• Proven experience in handling complaints

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