Mars Recruitment is partnering with one of Australia's fastest-growing financial services providers to find a Customer Support professional to join an expanding team in Sydney. This role offers a fantastic opportunity to learn, collaborate across departments, and help shape the customer journey in a fast-moving and innovative environment.

The role involves a mix of customer service across live chat, social channels, email, and phone, with chat and email being the most common. Please note that this is a full-time, in-office position, and the successful candidate will work onsite as part of the core customer support team.

Key Responsibilities:

• Take ownership of customer enquiries and deliver a best-in-class experience.
• Respond across multiple channels (email, chat, phone, social media) while meeting service level agreements.
• Troubleshoot and resolve customer issues relating to accounts, transactions, or onboarding processes.
• Collaborate with product, engineering, operations, compliance, and sales teams to resolve complex queries.
• Represent the customer voice by gathering feedback and providing insights to improve products and processes.
• Escalate technical issues to engineering, track progress, and keep customers updated.
• Maintain and update support documentation and knowledge base content.
• Ensure compliance with policies, workflows, and risk management practices.

Key Requirements:

• 2+ years' experience in a high-performing customer support/call centre role (financial services or superannuation experience advantageous).
• Strong written and verbal communication skills, with the ability to simplify technical concepts into clear language.
• RG146 advantageous, not essential.
• High attention to detail and excellent time management.
• Tech-savvy, with an interest in automation and process improvement.
• Results-driven, able to consistently meet KPIs.

If you're passionate about customer service, enthusiastic about finance and investing, and are looking for a full-time permanent role in Sydney, this is a great opportunity for you!

Feel free to email your CV directly to - Angela.stephan@marsrecruitment.com.au