Customer Support Officer

About Us

We’re an innovative and dynamic technology company that has achieved remarkable growth over the past 25 years, starting from humble beginnings with a single computer to becoming a thriving $1 billion ASX-300 listed business.

What sets us apart is our unwavering focus on creating possibilities. We develop cutting-edge solutions that empower our lottery and not-for-profit partners to raise more funds for their vital causes. We believe in fostering an environment where our talented individuals can innovate, grow, and have fun. Collaboration and support are at the heart of our work environment, ensuring that our team members thrive and enjoy their journey with us.

While our roots are in Brisbane, Australia, our reach extends far beyond. We have built a strong, diverse community of over 300 professionals with a wide range of expertise across Australia, the United Kingdom, and North America

What will you be doing?

You will work as part of the Customer Support team providing our customers with a positive experience whilst they are using the Ozlotteries.com website and mobile app.

The role is a part-time position, working 60.8hrs/fortnight - 4 days between Monday to Saturday per a roster system (One Saturday per fortnight). The hours vary between 7:30am-7:30pm (7.6 hours per day).

Salary Banding:

$56,000 - $60,000+super Pro rata for actual hours worked

The role is an office-based role, working in a collaborative team environment alongside our Oz Lotteries Operations team.

As part of your role, you will:

• Provide excellent customer service via various methods - including email, chat, phone and creating help centre articles. This also includes administrative functions of our systems such as updating customer information,
• Process and Reconcile BPay and Direct Debit deposits to customer accounts, in line with internal fraud control measures,
• Test and assist with the reporting of technical issues to internal Jumbo Product Team, including passing on feedback and ideas in the interest of continuous improvement,
• Assist with Marketing functions including posting on social media and creating blog posts,
• Keep up to date with changes in procedures, game play and products offered to customers via our websites and apps and be able to confidently relay this information to our customers,
• Have strong attention to detail and be able to tailor your response to our customers in a way they understand while ensuring a focus on resolving issues - previous experience dealing with conflict resolution and problem solving would be beneficial.

What are we looking for?

• 2/3+ years customer service experience,
• Strong communicator, both verbal and written,
• Confident dealing with difficult and a wide variety of customers,
• Intermediate computer skills
• Ability to problem solve technical issues with customers, (Desirable)
• Previous CRM experience (Zendesk, Freshdesk, Intercom (Desirable)

Why join the Jumbo team?

Find Your Freedom At Jumbo Video - https://bit.ly/3mNpy7C

We pride ourselves on offering a wide variety of benefits to our Jumbonians. In joining our team, you can expect:

• A short-term incentive program that rewards your contributions with an annual incentive payment, dependent on company performance,
• Commitment to Diversity, Equity and Inclusion across the employee career journey,
• An Employee Assistance Program where you can access counselling and coaching sessions to improve your wellbeing,
• Focus on talent management, including career and skills development with individual budgets for learning,
• An onsite chef (Brisbane) who makes a fresh, gourmet lunch every day, straight from our commercial kitchen!,
• Social activities - Lunchtime chess, corporate games, soccer, Friday get-togethers, The Joe Awards, quarterly team days, lunch provided daily, loads of events to celebrate DEI,
• 14 weeks of paid parental leave, 4 weeks of paid partner leave,
• Strong focus on internal promotion, lateral transfers, and secondments, both locally and internationally.

Diversity, Equity, Inclusion and Belonging is at the heart of everything we do. All team members have an equal voice and opportunity to thrive. We foster a safe environment where our unique perspectives are celebrated, valued, and truly included and we can bring our authentic selves to work.

We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.

Meet the Lottery Operations team

At Jumbo, we deliver an amazing lottery experience to more than 2.5 million customers around the world, and our platform is used by over 11,500 charitable and commercial partners. In Lottery Operations, we support the player experience for all these people. From our account managers, to customer support officers, to our lottery project coordinators – our service is second to none.