Operations Associate – Customer Service

About the role

Equifax is looking for an Operations Associate in Brisbane to support customers with Fit2Work background checks and employment screening services. It is an entry-level contact centre role with structured training of 3-4 weeks, a team leader and opportunities for career progression. The schedule is 4 days in the office (Monday to Thursday) and Friday working from home.

Key responsibilities

• Deliver excellent customer service by phone, email and chat, answering questions and explaining products and services
• Guide customers through the background check and screening process in line with government requirements
• Respond to client and consumer queries in a timely way and meet KPIs
• Handle complaints professionally
• Deliver products and services according to SLAs and standard procedures
• Escalate and resolve complex issues with other teams
• Follow privacy and security guidelines when handling sensitive customer data

Required profile

• Some experience in customer-facing roles such as retail, hospitality or call centres is beneficial but not essential, as full training is provided
• Ability to solve customer problems and work with customer frustrations
• Attention to detail and problem-solving skills
• Team-oriented and adaptable to changing products and requirements

Required skills

• Familiarity with computer skills such as Microsoft Office and Google Workspace
• Proven complaint-handling experience is a plus

What we offer

• Structured training of 3-4 weeks
• Extra leave and discounts
• Training and development opportunities