This Australian fintech supports thousands of small and medium businesses across hospitality, retail, healthcare and professional services. With a strong people-first culture, the business is known for its collaborative leadership, internal career progression and genuine investment in employee development. As the company continues to scale, customer experience and retention have become major strategic priorities - creating exciting opportunities for customer service professionals wanting to grow their careers in a modern, quick-paced environment.

ABOUT THE ROLE

This is a unique opportunity to join a newly expanded Strategic Accounts team focused on strengthening customer relationships and reducing churn across the business. Blending customer service, relationship management and problem-solving, you’ll work directly with business owners to understand challenges, investigate account activity and deliver tailored solutions.

This isn’t a scripted, high-volume environment. You’ll investigate accounts, review customer activity and understand merchant needs before reaching out - allowing you to have more strategic, relationship-focused conversations with business owners and genuinely influence customer outcomes.

DUTIES

- Manage inbound customer enquiries relating to account concerns, pricing and retention
- Conduct proactive outbound engagement with customers identified as at risk
- Investigate account activity, transaction history and customer concerns before outreach
- Build strong relationships with business owners and decision-makers
- Deliver tailored solutions to improve customer experience and strengthen loyalty
- Manage pricing and rate review conversations within approved guidelines
- Use phone,



email and SMS to maintain proactive customer engagement
- Collaborate with leaders and colleagues to improve retention strategies and customer outcomes
- Maintain accurate records and follow-up activity across multiple customer conversations
- Contribute to team KPIs, quality standards and customer retention outcomes

ABOUT THE COMPANY

This Australian fintech supports thousands of small and medium businesses across hospitality, retail, healthcare and professional services. With a robust people-first culture, the business is known for its collaborative leadership, internal career progression and genuine investment in employee development. As the company continues to scale, customer experience and retention have become major strategic priorities - creating exciting opportunities for customer service professionals wanting to grow their careers in a modern, fast-paced environment.

ABOUT THE ROLE

This is a unique opportunity to join a newly expanded Strategic Accounts team focused on strengthening customer relationships and reducing churn across the business. Blending customer service, relationship management and problem-solving, you’ll work directly with business owners to understand challenges, investigate account activity and deliver tailored solutions.

This isn’t a scripted, high-volume environment.



You’ll investigate accounts, review customer activity and understand merchant needs before reaching out - allowing you to have more strategic, relationship-focused conversations with business owners and genuinely influence customer outcomes.

DUTIES

- Manage inbound customer enquiries relating to account concerns, pricing and retention
- Conduct proactive outbound engagement with customers identified as at risk
- Investigate account activity, transaction history and customer concerns before outreach
- Build strong relationships with business owners and decision-makers
- Deliver tailored solutions to improve customer experience and strengthen loyalty
- Manage pricing and rate review conversations within approved guidelines
- Use phone, email and SMS to maintain proactive customer engagement
- Collaborate with leaders and colleagues to improve retention strategies and customer outcomes
- Maintain accurate records and follow-up activity across multiple customer conversations
- Contribute to team KPIs, quality standards and customer retention outcomes

SKILLS & EXPERIENCE

- Previous experience within customer service, retention, account management or contact centre environments
- Strong communication and rapport-building skills
- Confidence handling difficult or solution-focused conversations
- Ability to problem solve and investigate customer concerns independently
- Commercial awareness and ability to balance customer and business outcomes
- Resilient, adaptable and comfortable working within KPIs
- Strong written communication and systems skills
- Experience within fintech, banking, telco, complaints, collections, r

📌 Customer Service Specialist (Sydney)
🏢 lotuspeople.com.au
📍 Sydney