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About the Role
As a Customer Service Consultant, you will support thousands of CreditorWatch customers with inbound inquiries via phone, live chat, and email across different geographies. Your role will also involve outbound activities to assist online members with account management, proactively suggest process improvements, and handle commercial disputes. This position reports to the Customer Service Manager and operates on a hybrid model with an office located in Sydney CBD.
Responsibilities
- Handle inbound and outbound customer inquiries via phone, live chat, and email across different geographies, maintaining brand tone and adhering to QA standards and high CSAT scores.
- Own and progress customer cases from inquiry through resolution, balancing priorities and deadlines, and demonstrating sound judgment in complex matters, escalations, or multi-stakeholder investigations.
- Act as the voice of the customer within the business, sharing feedback and insights to improve products and customer experience.
- Investigate and manage commercial disputes between customers and their debtors, tracking timelines and engaging multiple stakeholders.
- Solve real business problems and deliver meaningful improvements that enhance the customer experience, owning and driving initiatives focused on streamlining processes, boosting efficiency, and driving customer-centric outcomes.
Requirements
- A couple of years of experience as a Customer Service Agent.
- Passion for providing world-class service and driving positive NPS engagement.
- Strong communication and active listening skills.
- Strong problem-solving abilities.
- Strong dispute handling skills.
- Strong time management skills.
- Strong written and verbal communication skills.
- Experience working on exciting projects is highly advantageous.
Skills
- Customer Service
- Phone Support
- Live Chat Support
- Email Support
- Case Management
- Prioritization
- Customer Advocacy
- Dispute Resolution
- Problem Solving
- Time Management
- Written Communication
- Verbal Communication
- Active Listening
Location
- Sydney CBD
Work Type
- Hybrid
Experience Level
- 2+ years
Benefits
- Fitness First Platinum gym membership
- Complimentary barista-made coffee, breakfast, snacks, lunches, and drinks
- Monthly Wellness Days
- Monthly in-house massages
- Monthly team building activities (e.g., pasta-making, sailing classes, touch footy, winery tours, go karting, company boat trips)
- Access to free legal services (conveyancing, property advice, wills, trusts, powers of attorney)
About the Company
- CreditorWatch is a leading Australian data and technology company providing businesses with access to unique data and innovative products to manage commercial relationships, improve productivity, and reduce financial risk.
- As a commercial credit reporting bureau, CreditorWatch offers a complete suite of credit reporting products and data insights covering the entire customer lifecycle.
- Established in 2010, CreditorWatch was named one of AFR's Top 10 Best Places to Work and certified by Great Place to Work consecutively from 2022-2025.
- The company experienced significant growth in 2025 and is on track to break records in 2026, scaling at pace.
- Company Purpose: Empower Australian businesses to trade confidently with their customers.
- Company Mission: To be number one in the industry by delivering unique data insights and innovative products.
- Company Values: The 1%’ers add up, We are dependable and trustworthy, We are committed to growth, Our people make the difference.
Equal Opportunity
- We are an equal opportunity employer and committed to excellence through diversity. We do not discriminate on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.