Customer Service Representative

About SEEK

SEEK’s portfolio of diverse businesses make a positive impact on a truly global scale. Our purpose is to help people live more fulfilling and productive working lives and help organisations succeed. We create world-class technology solutions to connect more people to relevant employment, education, small business and volunteer opportunities. We have a culture of high-performance in our workplaces and celebrate the diversity of our employees who contribute to the success of our organisation.

Life at SEEK

SEEK’s purpose is at the centre of everything we do. Our SEEK, which defines the way we work, is all about what makes us unique and a little bit different. Passion, Team, Delivery and Future are our principles that drive innovation and creativity. SEEK strives to support employee wellbeing by providing an amazing experience at work which led us to being named AFR BOSS Top 10 Best Places to work in technology for the fourth year in a row. We are proud to work in an environment that's inclusive where everyone's unique ideas, experiences and perspectives are valued.

The Role

As a Customer Service Representative at SEEK, you'll be part of a fast-paced and supportive environment where you can make a real difference. You'll work on sophisticated challenges that have a direct impact on people's lives, helping us evolve our business and reach new heights.

As a Customer Service Representative at SEEK, you will be the first point of contact for Hirers and Candidates, providing support through inbound calls, emails, and live chat. Your role is important in ensuring a seamless customer experience by troubleshooting issues, providing information, and resolving inquiries efficiently. Reporting to a Customer Success and Service Manager, you will work closely with Sales, Product, Finance, and IT teams to deliver exceptional service and continuous improvements.

Key Responsibilities

• Resolve customer inquiries at the first point of contact using established first-contact resolution guidelines.
• Provide live chat, inbound and outbound phone support to Australian, New Zealand, and international candidates and hirers.
• Troubleshoot and resolve technical issues related to SEEK’s platform, job postings, and account access.
• Provide Level 1 Finance support, assisting with billing and invoicing queries and escalating as the need arises.
• Accurately record all customer interactions in Salesforce CRM and PureCloud, ensuring compliance and data integrity.
• Supervise and respond to emerging issues, providing feedback to Team Leaders for continuous improvement.
• Stay up to date with SEEK’s products, services, and policies to provide informed customer assistance.
• Support outbound call campaigns, educating customers on new features and products.
• Assist with fraud prevention by identifying and calling out suspicious activity.
• Provide backup support for team members to maintain consistent customer service delivery.

Essential Qualifications, Skills, and Experience

• Strong problem-solving skills, particularly in troubleshooting technical issues and platform functionality.
• Proven experience in customer service or a client-facing role, with a customer-first approach.
• Strong written and verbal communication skills to effectively assist customers across multiple touchpoints!
• Experience using Salesforce CRM (or a similar CRM platform) to track and manage customer interactions.
• Strong time management and prioritisation skills to handle multiple customer needs efficiently.

Other Qualifications, Skills, and Experience

• Experience in a multi-channel customer service environment, including phone, email, and live chat support.
• Knowledge of finance processes, such as invoicing and billing.
• Familiarity with job posting technology, recruitment platforms, or API integrations.
• Experience working with PureCloud or similar customer service software.
• Exposure to fraud detection and prevention processes.
• Experience supporting marketing or branding campaigns through customer interactions.

The Team

This role sits within the Customer Service Department, reporting to a Customer Success and Service Team Manager. The team is cross-functional, collaborating with Sales, Product, IT, and Finance to improve the customer experience. The team operates in a fast-paced, multi-channel environment, with regular stand-ups, training sessions, and continuous learning opportunities. This position is a highly engaging position and plays a key role in supporting both customers and internal teams.

At SEEK we offer:

• Annual Performance Bonus Plan
• Support of flexible working, including a mix of office and work from home days depending on your role.
• Paid and unpaid leave benefits including Personal Flexi Days and Volunteer Days, as well as the opportunity to purchase additional leave
• Support for parents with 14 weeks paid primary carers leave and 2 weeks paid leave for partners

At SEEK, we are passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.

We know teams with diverse ideas, experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such, we welcome applications from people with diverse backgrounds and life experiences, especially as they relate to gender, sexual identity, culture, faith, disability and life stages. If you have the skills, curiosity and an adaptable mindset but don't meet every responsibility or qualification listed in this advertisement, please still get in touch with us.

Should you require any specific support or adjustments throughout the recruitment process and beyond, please advise us and we will be happy to assist.

For this role, only those candidates with the eligible right to work will be considered.

SEEK kindly requests no unsolicited resumes or approaches from recruitment agencies and will not be responsible for any associated fees.