Customer Service Case Manager (Fintech)

About the role

CreditorWatch is an Australian data and technology company and commercial credit reporting bureau, offering credit reporting products and data insights for businesses. Its Customer Service team supports thousands of customers, and as a Customer Service Consultant you will handle inbound enquiries by phone, live chat and email across different geographies, plus outbound work helping online members manage their accounts. The role reports to the Customer Service Manager and follows a hybrid model based in the Sydney CBD.

Key responsibilities

• Handle inbound and outbound customer enquiries while keeping the brand tone, meeting QA standards and achieving high CSAT scores.
• Own and progress customer cases from enquiry to resolution, balancing priorities and deadlines, and handle escalations and multi-stakeholder investigations.
• Share customer feedback and insights to improve products and the customer experience.
• Investigate and manage commercial disputes between customers and their debtors, tracking timelines and engaging multiple stakeholders.
• Take part in ad-hoc projects that streamline processes and improve efficiency.

Required profile

• A couple of years of experience as a Customer Service Agent.
• Passion for excellent service and positive NPS engagement.
• Strong problem-solving, dispute handling, time management and written and verbal communication skills.

What we offer

• Fitness First Platinum gym membership.
• Daily food and drink provided.
• An extra day off each month.
• Monthly in-house massages.
• Monthly team-building activities.
• Free legal services for employees.