Customer Support Officer

At Oz Lotteries’ we exist to make this a reality! We bring Australia joy and delight, with more chances to win more often. We offer everyday Aussies the chance to dream and win on a wide range of commercial and charity lotteries. Oh, and we are proudly Aussie-owned and operated!

Owned by ASX-listed company Jumbo Interactive, Oz Lotteries has operated as an e-commerce lottery retailer since 2005 and was one of the first online retailers. We have grown over 18 years to have a strong player base who chose our convenient and trustworthy platform to play both popular commercial lotteries such as Powerball and Oz Lotto and charity lotteries, which was (and still is) a point of difference for our brand.

Staying true to our Aussie roots, we are motivated to innovate and perform, with a proportion of ticket sales going back to Australian charities or the Government. With joy and delight at the centre of our brand, we believe in fostering an environment where talented people can feel empowered to innovate and grow while having fun.

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 full-time in the office, working in a collaborative team environment alongside our Oz Lotteries Operations team. The hours vary between 7:30am-7:30pm (7.6 hours per day).

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?

• Proven customer service experience,
• Strong communicator, both verbal and written,
• Confident dealing with a wide variety of customers,
• Computer skills

Salary:

$60,000+Super Pro Rata for actual hours worked and depending on experience.
Initial shortlisted candidates will receive a link to complete some short online assessments.

Why join the Jumbo team?

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

At Jumbo, we're all about ensuring our team thrives, as a valued member, look forward to:

• An Employee Assistance Program where you can access counselling and coaching sessions to improve your well-being,
• Focus on talent management, including career and skills development
• An onsite chef (Brisbane) who makes a fresh, gourmet lunch every day
• Social activities - Lunchtime chess, corporate games, soccer, Friday get-togethers, The Joe Awards, quarterly team days, loads of events to celebrate DEI,
• Focus on internal promotion, lateral transfers, and secondments, both locally and internationally.

We are a 2024 Circle Back Initiative Platinum 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.