The opportunity

Reporting to the Contact Centre Team Lead, you will be responsible for telephone enquiries, email requests and account maintenance

Day-to-day responsibilities

• Provide support for customer service (email and/or telephone) including financial queries, answering product questions and providing answers to basic technical questions
• Independently process requests from our customers, partners and third parties, according to skill matrix for respective teams, SLAs and quality requirements
• Update systems to reflect contract changes, including activating new services and changes to the customer status
• Maintain new and existing customers in our system
• Actively support the operational implementation of new products and services
• Execute recurring tasks, including reporting in task tool statistics daily
• Actively participate and cooperate in projects
• Know and cooperate with entire stakeholder networks and external business partners
• Actively assist in all areas of the team, including participation in problem solving activities and implementation of agreed solutions
• Resolve and follow up on customer issues escalating to technical support teams as appropriate
• Participate in the development of service improvement plans
• Participate in the implementation and deployment of new processes, systems and standards
• Achieve SLA/quality targets for the voice and non-voice processes

Who are we looking for

• Experience in a customer service setting or call centre
• Knowledge of the business and processes
• Experience with client/bank office support
• Experience with key account management experience

Perks & Benefits

At ANZ Worldline Payment Solutions, we work in a flexible environment that empowers you to learn, grow and accelerate your career. You’ll have access a great mix of benefits, including:

• A range of health and wellbeing discounts for gym, nutrition, sporting gear providers.
• Learning and development opportunities to build your skills.
• Additional leave options to support families, work in the community or take a career break. You’ll also earn loyalty leave for your tenure.
• Regular opportunities to connect socially as a team.
• Volunteering leave to support Corporate Social Responsibility activities.
• Plus other perks and benefits (e.g. novated leasing options).

We have modern offices and services to support our people including a parent’s room, prayer room, and end of trip facilities. We also provide employee assistance services including counselling, to support managers, employees and their families.