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