Customer Support Representative Financial Services (Remote)

Customer Support Representative Financial Services | MYOB | Australia

Hi! And thanks for stopping by! 

We’re MYOB, a business management platform designed to unleash the potential of businesses across Australia and New Zealand! As the #originalstartup, our roots are in finance and accounting software, but today we are so much more. We help our Aussie and Kiwi customers unleash their full potential, giving them the tools to Start, Survive and Succeed: all in the one place.

We’re always on the hunt for those who bring a different perspective, diversity of thought and the drive to make our culture even better. Take your career to a new dimension at MYOB. 

About the Team

This is a team that needs no introduction because customers drive our world.  Support, Success & Consulting Services represent the voice of our customers and are a highly collaborative conduit between Sales, Tech, Product, and Marketing, ensuring the needs of our SME & Enterprise customers are understood and reflected across the business.

About the Role

As a Customer Support Representative, you’ll be a key driver of exceptional customer experiences, directly influencing satisfaction, retention, and brand loyalty. Your role shapes the customer journey and provides valuable insights that support the long-term success of the business. This role is critical in shaping the customer experience, influencing brand loyalty, and driving strategic insights that contribute to overall business outcomes and strategy.

What You’ll Be Doing

• Serve as the first point of contact for clients via phone, email, and chat, providing prompt, courteous, and accurate responses to inquiries about accounts, transactions, products, and services. 
• Resolve customer issues, troubleshoot problems, and ensure that all concerns are addressed in a timely and professional manner. 
• Assist customers in navigating and utilizing the full range of product features, answering questions, and troubleshooting common issues to ensure successful product adoption. 
• Provide ongoing support and resources to help customers stay informed about product updates, new features, and optimized ways to use the product. 
• Investigate and resolve customer issues, including account discrepancies, payment issues, and transaction concerns, while keeping customers informed of progress. 
• Escalate complex issues appropriately, ensuring resolution in line with service level agreements. 
• Adhere to all relevant financial regulations, policies, and procedures to ensure compliance and mitigate risk during customer interactions. 
• Collect customer feedback and provide insights to management on potential improvements to products, services, or customer processes. 
• Assist in identifying recurring issues or trends and work with relevant teams to propose solutions for improved customer satisfaction. 

About You

• Excellent verbal and written communication skills, with the ability to clearly explain solutions and outcomes to customers. 
• Strong attention to detail, ensuring accurate data entry, issue resolution, and follow-up. 
• Ability to work effectively as part of a team, contributing to team goals and collaborating with colleagues across departments. 
• Comfortable with change and able to adjust to evolving processes, tools, and customer needs. 
•  Strong critical thinking skills, with the ability to resolve issues independently and escalate when necessary

Our Culture & Benefits 

Our values have stood the test of time. If you want to work and collaborate where opinions are valued, and your ideas can make a difference, come to a place where Your Work Matters.  

🎯 Do your best work in a flexible work environment, right down to financial assistance to set up your home office…it’s called Flexperience, and it’s designed by you and your team! 

🎯 Our partnership with Smiling Mind helps support the wellbeing of our team members and customers 

🎯 Drive your own learning via conferences, in-house training, LinkedIn Learning, study assistance and a strong focus on leaders creating a learning environment 

🎯 A multitude of leave options including up to an additional four weeks of purchased leave, generous parental leave, domestic violence leave, transgender leave, volunteer leave, study leave, plus more! 

🎯 Communities built around ‘Wellness’, ‘Belonging’ and the ‘Planet’ where you can make a meaningful contribution 

🎯 Access to best-in-class discounts and vouchers from leading retailers, and a lot more. 

We are proud to be a Circle Back Initiative Employer and we commit to responding to every applicant.  

MYOB are an equal opportunity employer and we champion diversity. Don’t meet every single requirement of this role? Still apply!  Research tells us that that women and underrepresented groups are less likely to apply unless they meet every single requirement.  At MYOB we believe that the right hire is someone who makes an addition to our culture, rather than someone who fits in and conforms to our status quo. Moving to ‘Culture Add’ means adding team members who not only value MYOBs standards and workplace culture, but also bring an aspect of diversity that positively contributes to MYOB.  So, if you’re excited about this role, or about MYOB, we’d still love to hear from you!

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home