Customer Service Officer

About the role

Blueberry is looking for a proactive Customer Service Officer to be the first point of contact for clients in Sydney. You will handle inquiries across phone, email and live chat, ensuring each interaction reflects the company’s commitment to quality service.

Key responsibilities

• Respond to client inquiries via email, live chat, and inbound/outbound calls with a professional and positive approach.
• Resolve and document customer complaints, escalating complex issues when necessary.
• Assist clients with platform usage, account queries, deposits, withdrawals, and trading questions.
• Maintain ticket response times within service level agreements and route queries appropriately.
• Support staffing, scheduling and team adherence to work plans.
• Participate in process‑improvement initiatives to enhance the customer experience.
• Ensure compliance with privacy, regulatory and internal policies.
• Provide insights and trends from client interactions to internal stakeholders.
• Meet or exceed daily, weekly and monthly performance KPIs.

Required profile

• Bachelor’s degree or college education preferred.
• Experience in customer service handling inquiries via live chat, email or phone.
• Strong written and verbal English communication skills.
• Excellent relationship‑building, problem‑solving and time‑management abilities.
• Detail‑oriented and able to maintain quality in high‑volume environments.
• Collaborative, proactive and eager to learn.
• Additional experience in financial services, banking or trading is a plus.

Required skills

• Proficiency with CRM software, preferably Hubspot.