Customer Service Representative

Company Description

At Shift, disruption, transformation, and positive change is important to us. We’re resetting expectations around how businesses trade, pay and access funds with an experience that is simple and seamless. Enabled by streaming data, we provide credit and payments platforms that are a better way to do business.

We’re here to help Australian businesses and want you to be a part of it. As part of the team, you’ll approach new challenges with a clean sheet of paper, reimagine possibilities and deliver results that are 10x better than before.

As one of Australia’s fastest-growing companies, you’ll join a team that has been recognised across the industry.

• AFR’s Fast 100
• Deloitte’s Technology Fast50,
• Smart Company’s Smart50
• Deloitte’s Asia Pacific Technology Fast 500. 

Job Description

Make your mark

As the first point of contact for any inbound calls to the Shift business, you will partner with Shift customers to deliver on their needs through the taking of inbound calls, problem solving of client queries, and the effective onboarding of Shift customers to our platforms. You will have supportive management who will help develop your skills with regular catch ups, career development programs and annual reviews while you thrive in a fast-paced sales environment.

This role will give you the opportunity to focus on understanding each customers needs, delivering the best solution for their situation, and ultimately provide great Customer Service.

How you will make a difference

• You manage all inbound calls and emails from business owners, brokers and customers regarding the platform and general enquiries.
• Assess customer needs/ problems and refer/ recommend the right product 
• Support the sales lifecycle from initial inquiry through to implementation and follow up. 
• You will provide solutions to enquiries through your problem-solving skills and provide excellent customer service.
• You will assist with the onboarding of new customers to the shift platform and divert calls to the appropriate department where necessary.
• Undertaking market research on competitor products and market changes
• Following up with customers to seek feedback and ensure a positive end to end experience
• Providing reporting and analysis support to leadership

Qualifications

A business or finance degree is beneficial but not essential 

Skills that set you apart

• Experience in a customer service role or a phone-based customer service role. 
• Prior collections experience. With "debts" that are up to 20k, this does not need to be high level collections experience.
• A high attention to detail. Our processes are manual and the collections conversation is sensitive.
• This individual needs to understand that their attention to detail is critical to managing the sensitivity of the subject.
• This includes the active listening and lines of questioning that go to ensuring detail orientation.
• A service/customer-centric ethos. a.k.a we undertake collections activity to ensure our customers can continue to benefit from their Trade facilities. We also expect this individual will get training and exposure into how we serve our Trade customers and will take on some of this
• Active listening, problem solving, excellent communication skills
• Proficient with MS Office
• Previous experience in administrative tasks in a customer environment. 

The remuneration for this role sits between $60,000- $80,000 dependant on experience. 

Additional Information

Our culture

You’ll have supportive management helping develop your skills with regular catch ups, career development programs and annual reviews. You’ll have the opportunity to work with a diverse, talented and results-driven team that thrives on new challenges in an innovative and transformational setting. We value all employee input, you won’t find politics or egos: just one team, with shared successes and shared learnings.

The perks

At Shift, you’ll get great range of benefits such as:

• Industry leading 26 weeks paid parental leave & 2 weeks partner leave.
• Flexible working, from home and office and get your birthday off
• Diversity is probably something you care about, there are 26 different languages spoken by employees here.
• We have a private prayer room and mothers’ room on site for employees to use.
• If you like keeping active on your way to work or at lunch time, we have excellent end of trip facilities. 

If you don’t have all qualifications/skills but think you would be a great fit- get in touch. No updated resume? No problem! Send us what you have and your LinkedIn profile. All Applications will get a response. 

You must currently reside in Australia to be considered for this role.

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