Customer Service Agent

7 days ago

Melbourne, Victoria, Australia MyDeal Full time

About the role


You will be part of the Customer service team as a Payments Agent and will assist with fraud and Chargeback assessments, verification processes, and payment gateway disputes.

You will plan, organise, and prioritise tasks to manage a high volume workload and complete all requirements.

Your core responsibilities will include

  • Triage, investigate and respond to customer disputes and payment complaints.
  • Preempt possible issues and proactively coordinate with all stakeholders.
  • Perform antifraud procedures using data provided via our internal systems.
  • Identify intelligence risks in relation to the marketplace.
  • Collect emerging trends and themes of disputes and proactively liaise with other departments for process and product improvement.
  • Reconcile refund adjustments.
  • Assist other team members with adhoc projects.
  • Liaise with external stakeholders for dispute resolution:
  • Forter
  • PayPal
  • Openpay
  • Zippay
  • Afterpay
  • NAB
- eWay

  • Very strong personal and customer service abilities. Empathetic, patient and understanding.
  • Strong verbal and written communication skills. Friendly and engaging style with impeccable spelling, grammar and attention to detail.
  • Ability to problem solve and multitask.
  • Strong analytical skills.
  • You will need to show resilience, critical thinking and time management skills.
  • Ability to analyse multiple sources of information to identify risks.
  • You have a customer first attitude and constantly strive to improve customers' experience
  • Able to manage a heavy workload.

Requirements:

  • Strong phone based skills and experience within contact centres.
  • Fraud Management exposure. Sound knowledge of chargebacks, unauthorised and unknown transactions.
  • Demonstrated knowledge of online shopping and marketplaces.
  • A demonstrable track record of working in fast paced industries.
  • Intermediate or above proficiency in Google sheets and Excel (eg: VLOOKUP, Formulas, Filtering, Shortcuts).
  • Zendesk (or similar help desk software) experience required.

Benefits

  • Work in a dynamic and inclusive startup culture with passionate people that collectively possess over 100 years of eCommerce experience.
  • Industry competitive remuneration in a fulltime permanent position.
  • A modern Collins Street CBD office easily accessible by tram, bus and train

Here's how to apply:

**Send us your CV and cover letter. Your cover letter should highlight any relevant experience and how you believe you can help MyDeal to become the #1 Home and Garden Marketplace in Australia.

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