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Call Centre

3 months ago

Melbourne, Victoria, Australia Verifone Full time

Why Verifone
For more than 30 years Verifone has established a remarkable record of leadership in the electronic payment technology industry.

Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide.


Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel.

We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solution around the world.

We strive for excellence in our products and services, and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit.

Whether it's developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors.

It is this passion for innovation that drives each one of our employees for personal and professional success.

About the role
The Control Centre Clerk is responsible for providing superior customer service to all clients.

This is done by ensuring that service level agreements with the clients are met through controlling the customer calls to their completion.

Contact with customers' needs to be managed in a variety of forms and from a variety of channels.

What you'll do

  • Accept client requests by various means; enter details onto Salesforce.
  • Arrange for stock dispatch where appropriate
  • Ensure all queues are monitored i.e. scheduled, on hold, current and overdue calls
  • Monitor progress of the call before the service fulfilment time is exceeded. Ensure the customer is contacted prior to call closure time
  • Monitor the dispatch, queue to ensure all current calls have been received by agents and actioned, this includes completion of con note and return con note numbers
  • Close completed calls directly onto the system, including any details of stock, serial numbers, asset numbers and any relevant notes. Where applicable, ensure checklists and documents are completed and sent to VeriFone Australia (HAPL) Pty Ltd
  • Ensure the correct Agent number is recorded on the call to ensure prompt payment
  • Melbourne Metro calls to be allocated to relevant technicians
  • Complete downloads as required
  • Ensure technicians have scheduled install dates
  • Contact remote merchants to ensure site is prepared for install
  • Advise the client of call closure details, using client specific method and frequency
  • Assist with technical queries as required
  • Ensure after hours calls are allocated
  • Ensure where second visits are required, the appropriate authorization is obtained
  • Complete client specific reports as directed by team leader
  • Make necessary arrangements to have stock returned to repairers/clients
  • Provide assistance to other teams as directed
  • Perform other job related duties as requested

What qualifications will you need to be successful?

Our Commitment
Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.