Customer Service Representative (Macquarie Park)

WOW Recruitment is looking for an experienced Customer Support Specialist for our client in Macquarie Park, specialising in Internet of Things (IoT) solutions and mobile communications. The company collaborates with leading smart-living brands worldwide and top local telco service providers to deliver best-in-market solutions. You will be part of a talented team with an entrepreneurial mindset that challenges the status quo and works with valued partners worldwide. $75
- 80k plus super Macquarie Park ???? The Role:
- Respond to customer support requests across multiple channels, prioritising first-contact resolution and a positive customer experience.
- Manage customer activations efficiently to ensure timely completion.
- Review and verify online orders for dispatch, with a strong focus on fraud and loss prevention.
- Troubleshoot service issues end-to-end, taking full ownership of escalations and customer outcomes.
- Conduct audits on high-risk transactions to ensure compliance with legal and regulatory standards.
- Provide Level 2 support for complex or unresolved issues, minimising escalations and complaints.
- Act as a Subject Matter Expert (SME) across systems, policies, and procedures, always ensuring compliance.
- Support Level 1 teams with real-time and offline guidance to improve performance and resolution rates.
- Contribute to the development of training materials, process documentation, knowledge base articles, and troubleshooting
- Represent the brand as an ambassador, promoting company values and delivering exceptional service. ????About You:
- Telco or IT experience is highly regarded.
- L2 support experience is ideal.
- 2 years’ experience in a phone-based customer support environment.
- Ability to break down complex technical and account information into easy-to-understand, non-technical language for customers.
- Experience working with onshore and offshore third-party service providers.
- Excellent phone manner and communication skills. ???? Perks & Perks:
- Clear pathway for progression into a Team Leader position.
- Strong career progression opportunities.
- Work with a fun and collaborative team.
- Opportunity to join a rapidly growing start-up and contribute to its overall success.
- Training is provided to support your success in the role. This is a fantastic opportunity to join a leader in Telco solutions. Get in touch with Jamie and the WOW team by applying now! Apply on Kit Job: kitjobau.com/job/3qddg8