Customer Service Representative - ANZ Customer Care (Administration)
Full-time, Permanent | Monday to Friday
Let's talk about the team:
As a Customer Service Representative within the ANZ Customer Care Team, you will deliver high-volume, transaction-based support across multiple communication channels. This role is focused on efficient, accurate processing of customer requests using standardized processes, systems, and templates.
You will work in a structured environment where tasks are repeatable, clearly defined, and governed by established procedures, with clear escalation pathways for non-standard or complex issues.
This role is ideal for individuals who excel in process-driven environments, value consistency, and can maintain high levels of accuracy and productivity.
Let's talk about the role:
- Process customer requests including orders, returns, credits, complaints, and rentals in a high-volume environment
- Handle enquiries via email using standard templates and response frameworks
- Accurately enter and maintain customer and transaction data across multiple systems
- Follow documented policies, procedures, and workflows to ensure consistency and compliance
- Resolve basic enquiries using predefined knowledge articles and guidelines
- Identify and escalate non-standard or complex issues through established channels
- Meet defined quality, productivity, and service level targets (e.g. accuracy, AHT, turnaround times)
- Perform routine follow-ups to ensure completion of customer requests within standard timeframes
- Collaborate with internal teams to support efficient and timely processing
Let's talk about You:
- Minimum 2 years experience in a high-volume customer service or administration environment (e.g. call centre, shared services)
- Comfortable working with ERP (e.g. Oracle) and CRM systems (e.g. Salesforce), including navigating multiple systems simultaneously
- Strong attention to detail and ability to follow defined processes consistently
- Effective written and verbal communication skills in English
- Demonstrated ability to work in a structured, fast-paced environment with a focus on accuracy and efficiency
- Customer-focused mindset with the ability to deliver consistent, professional interactions using standard approaches
What Success Looks Like
- High accuracy in data entry and transaction processing
- Consistent adherence to standard operating procedures (SOPs)
- Achievement of productivity and quality targets
- Appropriate and timely escalation of exceptions
- Reliable, consistent performance in a high-volume environment
Joining us is more than saying yes to making the world a healthier place. It's discovering a career that's challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now!We commit to respond to every applicant.
