# Customer Support Officer

**Company**: SEEK
**Location**: North Sydney, New South Wales
**Work arrangement**: hybrid
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://jobs.smartrecruiters.com/SEEK/744000156473469-customer-support-officer?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_3cf24c68-20c

## Description

This role involves providing customer support as a Customer Support Officer for SEEK Pass, a digital passport used by over 5 million people. You will support users through email, helping them navigate verification, troubleshoot issues, and understand what happens next.

Responsibilities:

- Respond to customer enquiries through email with clarity, empathy, and care

- Help customers navigate verification and troubleshoot issues across the SEEK Pass experience

- Investigate issues using approved guidance and available tools, escalating when specialist support is needed

- Manage a queue of work while balancing responsiveness, accuracy, and customer impact

- Recognise sensitive or urgent situations and follow the right escalation process

- Capture recurring questions and customer insights to improve the product, processes, and help content

- Keep clear, useful records so customers and teammates receive consistent support

Qualifications:

- Experience in customer support or service, ideally through email, live chat, messaging, Zendesk, or another digital support channel

- Strong written communication and the ability to make complex information easy to understand

- A warm, calm, and respectful approach , especially when a user is frustrated, worried, or under pressure

- Sound judgement: knowing when to investigate independently, when to ask for help, and when to escalate

- A reliable, curious, and adaptable mindset, with the initiative to learn new processes and products quickly

- The ability to work accurately in a queue-based environment while managing competing priorities

## Skills

### Required
- customer support
- written communication
- problem-solving
- judgement
- adaptability
- Zendesk

### Nice to have
- start-up environment
- agile software development
- process operationalisation
- scaling operations
- relevant university degree

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Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/SEEK/744000156473469-customer-support-officer?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)