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Constantinople

Posted 1 month ago

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Customer Service Specialist - Including Weekend Hours

SydneyOn-siteFull-time

AI Summary

Customer-facing role focused on operating and triaging inquiries across email, chat, and phone, resolving or escalating issues within SLAs.

About this role

Constantinople delivers a new era of AI-native banking. Constantinople provides banks with a fully-managed software and AI operational platform, which brings together customer experience, product, data, operations, compliance and infrastructure in a single platform.

Constantinople’s AI-native platform eliminates the need for expensive infrastructure, and replaces manual operational and compliance processes with AI at scale. By removing the operational complexity of banking, Constantinople enables our client banks to focus on their customers and the business of banking.

The Role
At Constantinople we see our Customer and Product Operations group as a critical component of the overall banking proposition. We are building a highly integrated end to end banking experience that automates customer touch points. In this role you will be involved in high value operational tasks and real time digital chat interactions, where you will aim to action, resolve or escalate enquiries within SLAs.

What You’ll Do

  • Help operate our customer enquiry platform to resolve and triage customer requests
  • Manage email, digital chat and phone-based customer interactions
  • Deep dive into complex issues to find the best solution for our customers
  • Maintain multiple customer interactions while actively working to resolve cases
  • Efficiently progress payment related disputes, recalls, chargebacks and indemnities
  • Work closely with Product and Software Engineers to improve automation and the use of AI on the platform

    • Who You Are

  • Experience of frontline customer support
  • Strong verbal and written communications
  • A multitasker and problem solver, who takes responsibility of issues until they’re resolved
  • A builder’s mindset who is continually looking to improve upon the status quo

    • Skills

    AI-enabled AutomationChargebacksCross-Functional CollaborationCustomer SupportDigital Platform OperationsDispute ProcessingEmail ManagementIndemnitiesIssue TriageLive ChatPhone SupportProduct And Software Engineering LiaisonSLA Adherence

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