Customer Service Representative

As a CXS Call Center Operative, you will be vital in delivering exceptional customer service to internal and external customers. This role focuses on efficient case handling, proactive customer outreach, and accurate call and email logging using Salesforce. The position requires consistent collaboration across teams (including weekends), active participation in training programs, and strict adherence to performance metrics such as response time, abandon call rates, and case resolution follow-ups.

Responsibilities

• Provide prompt and professional service to all incoming calls and emails with a maximum average wait time of less than 2 minutes.
• Maintain an abandoned call rate of less than 3%, ensuring 100% follow-up on all abandoned calls with cases logged in Salesforce.
• Action all voicemails as soon as possible and create corresponding cases in Salesforce.
• Respond to inbox emails within 15 minutes of receipt and create relevant cases.
• Monitor all open cases in Field Service Lightning, flagging and escalating exceptions and delays as needed.
• Perform approximately 25 proactive callback engagements per week, focusing on customers inactive for over 3 months or as directed by the Services & Support Manager.
• Follow up on all calls within 60 minutes of case creation and update case notes accordingly in Salesforce.
• Support technician roster management by updating schedules as instructed by team leaders or managers.
• Share success stories and recognition in team and weekly meetings to boost team morale and customer advocacy.
• Fully comply with break times 7 days a week.

What We're Looking For

• Prior experience in a customer service, helpdesk, or call center environment.
• Familiarity with Salesforce (or similar CRM software) and Field Service Lightning preferred.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel).
• Demonstrated ability to provide excellent service under pressure.
• Experience working in a team-based environment with shared goals.
• Training or certification in customer service or call center operations is a plus.

Company Summary

About Aristocrat

Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), social casino (Product Madness) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.

Our Values

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

Travel Expectations

Additional Information

Depending on the nature of your role, you may be required to register with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.