Job Description

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Customer Service Representative

Advertiser: Family ZoneMore jobs from this company

Job Information

Job Listing Date
13 Jan 2020
Melbourne, CBD & Inner Suburbs
Work Type
Part Time
Information & Communication Technology, Help Desk & IT Support


About the business

Family Zone has developed a universal, unique and innovative cloud based parental control solution; built from the ground up to suit the needs of real families, to deal with the weaknesses of existing approaches to cyber safety online, and to involve communities and providers of access, social networking and games within a single solution.

Launched in Australia in Mar 2016, Family Zone is a rapidly growing, ASX Listed Company, working with families, schools, access providers and phone carriers across Australia, Asia, New Zealand and North America.



About the role

Our Customer Service Representatives (CSR Team) have the responsibility to ensure that 'every contact counts' for our customers such as Parents, Students, Schools and Business Partners by providing consistently excellent IT Support and Request management.

We are looking for a CSR to join our team to provide phone, email and live chat support. The standard hours of operation for the team in Melbourne is between 6am and 11pm Monday to Sunday.  The ideal candidate will be available to work:

  • Part Time, 19 Hours Per Week over Three Shifts per Week

  • Flexible and able to work shifts between the hours of 9am to 11pm on a Month to Month roster

  • Available Monday to Sunday, with 4 days off per week, and a minimum weekend availability of 2 weekends per month

This role would strongly suit an applicant who is currently studying an IT or Info Security Discipline at a Technical College or University, and is looking to gain IT Industry experience whilst they complete their degree. Rostering can be flexible for the right applicant, to allow them to attend classes and take exams, however applicants with night time availability will be greatly preferred.


Job Tasks and Responsibilities

Our CSRs are responsible for all aspects of Customer service, fault reporting, resolution & troubleshooting:

  • Responding to customer queries and requests via phone, email and live chat

  • Documenting and recording interactions within the Ticket System

  • Resolving customer technical concerns and ensuring customer satisfaction

  • Escalation of non standard and complex requests internally to more Senior Team Members

In addition to day to day operations, our CSR's have the opportunity to

  • Contribute to the internal knowledge-base

  • Proactively identify patterns, common queries and potential systemic issues, gaining experience in incident response

  • Provide input of the above to the larger development and management team


Skills and Experience

Comprehensive product training will be provided, however our ideal candidates have the following pre-existing abilities:

Essential Skills and Experience

  • Demonstrated Customer Service experience in a previous role

  • IT acumen and knowledge such as basic home networking and application support

  • Impeccable communication skills, both verbal and written

Preferred Skills and Experience

  • Previous experience working in Customer Service or within an IT Help Desk

  • Study towards, or completion of formal Qualifications or Certifications in IT, Computer Science, Networking, or Information Security.

Benefits and Perks

Our Support Team works out of our modern Fitzroy Office, close to the CBD and within 20 Meters of Public Transport (Tram). Office amenities include quality ergonomic seating and electric sit/stand desks. Free Gym access and end of trip facilities (internal bike racks, showers, change-rooms, lockers) are also included as part of your employment. Our team also enjoys free drinks and snacks on the last Friday of each month.


How to Apply

Apply through Seek, including a resume detailing your relevant skills and experience supporting your application.


The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?
  • Do you have customer service experience?
  • Are you available to work on a rotating roster?
  • Are you available to work outside your usual hours when required? (e.g. weekends, evenings, public holidays)
  • How would you rate your English language skills?

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