About the opportunity
Join our Global Operations vertical as Contact Support Advisor in Melbourne to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.
Reporting into Contact Support Team Leader, you will help us resolve escalated or exceptional queries on first contact, or to work with our customers to support them through more complex needs, with the endeavor to create a frictionless experience for our customers. Some of the other responsibilities include:
- Take ownership for complex customer queries, ensuring a timely resolution to a meet our client’s satisfaction
- Strong stakeholder management, with a focus to build customer relationships and internal networks
- Utilise a variety of technological platforms to resolve customer queries
- To obtain in-depth knowledge of Xplor systems to become a subject matter expert (SME)
- Liaise with colleagues to raise continuous improvement suggestions, using customer feedback
- Improve customer facing processes
- Be proactive in meeting our customer’s service level agreements (SLA’s)
- Collaborate with senior colleagues to ensure that customer needs are being met
- Demonstrate effective engagement and communication with our customers
Customer Services
- Answer phone calls/emails/chats in a polite and prompt manner to provide a high level of customer service with a high first time resolution rate
- Resolves second line customer queries relating to their accounts associated to payment contracts and contractual relationships
- Escalate any issues reported by customers where necessary
- Progress, follow-up and resolve queries with the use of the relevant management system
Administration
- Record all activity associated with any communication in the related management system
- Accurately update internal and external systems and tools as required
- Follow defined scripts or directions around support as defined by the department
