**Job Title:** Online Customer Support Representative
**Company:** Judo Bank
**Location:** Canberra, Australian Capital Territory, AU
**Job Type:** Full-time
**Seniority Level:** Associate Level
**Years of Experience Required:** 3 years
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### **Job Overview**
Judo Bank is seeking a passionate and confident Online Customer Support Representative to join our dynamic team in Canberra. This role plays a crucial part in providing outstanding support to our customers, ensuring their needs are met effectively and efficiently. As a leader in the banking sector, we value integrity and ethical conduct, and we seek a professional who can uphold these standards while delivering exceptional service.
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### **Key Responsibilities**
**1. Customer Interaction:**
- Respond promptly to customer inquiries via online channels, including email, chat, and social media.
- Provide clear, accurate, and comprehensive information to customers regarding Judo Bank's products and services.
- Actively listen to customer concerns, addressing their needs and resolving any issues in a timely manner.
**2. Problem-Solving:**
- Identify customer issues and employ critical thinking to develop effective solutions.
- Collaborate with other departments to troubleshoot and resolve more complex customer inquiries or complaints.
- Keep track of customer interactions in our CRM system to ensure consistent service across all platforms.
**3. Knowledge Management:**
- Maintain a deep understanding of Judo Bank's offerings and policies to provide informed support.
- Keep abreast of changes to products, services, and industry regulations to enhance the quality of customer support.
- Contribute to the development of FAQs and help articles to empower customers with self-service options.
**4. Project Management:**
- Assist in onboarding new support tools and technologies aimed at enhancing customer experience.
- Participate in regular training sessions and workshops to improve support skills and knowledge.
- Collaborate with team members on various projects to optimize workflow and efficiencies within the customer support process.
**5. Reporting and Analysis:**
- Gather customer feedback and insights to report on trends and identify areas for improvement within the support processes.
- Monitor performance metrics to assess individual and team effectiveness, implementing changes as necessary.
- Prepare regular reports for management on customer inquiries, resolutions, and feedback.
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### **Requirements**
**1. Education and Experience:**
- A diploma or degree in Business, Communications, or a related field is preferred.
- Minimum of 3 years of experience in a customer service or support role, preferably within the banking or financial services industry.
**2. Personality Traits:**
- Confident in communicating with diverse individuals and handling complex customer issues.
- Passionate about delivering excellent customer experiences and continuously improving support processes.
**3. Soft Skills:**
- Strong problem-solving skills with the ability to think critically under pressure.
- Exceptional project management skills to handle multiple tasks efficiently and meet deadlines.
**4. Technical Skills:**
- Proficiency in using customer support software, CRM systems, and online communication tools.
- Competency in Microsoft Office Suite and basic data analysis tools.
**5. Ethical Standards:**
- A commitment to upholding the highest standards of ethical conduct and integrity in all customer interactions and company practices.
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### **Benefits**
- Comprehensive training and professional development opportunities to foster growth and advancement within the company.
- Company transportation for employees commuting to and from work.
- A joining bonus to welcome new team members.
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### **Working Environment**
At Judo Bank, we pride ourselves on maintaining a positive and ethical workplace culture. Our teams are encouraged to bring their authentic selves to work while upholding the highest standards of integrity. We believe in empowering our employees to take ownership of their roles and contribute positively to our customers' experiences.
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### **Application Process**
Interested applicants are encouraged to submit their resumes and cover letters by **October 4, 2024**. This is an excellent opportunity to make a real impact in customer support within a thriving bank.
**Judo Bank is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.**How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
