Members and Pay Platform Officer

2 weeks ago

Parramatta, New South Wales, Australia people2people Full time

A global technology giant is looking for a Members and Pay platform officer to join their growing social media and customer service team.


The Role:

  • Point of contact for Tier 3 escalations for Customer Care, responsible for guidance or redirection to correct point of contact within the business
  • Resolve error reports submitted via the Members platform and escalate to Tier 3 Technical Support when required with detailed information
  • Resolve error reports submitted via the Pay platform and escalate to Tier 3 Technical Support when required with details information
  • Make outbound calls to customers to provide troubleshooting, gather information and provide advice (when required)
  • Ensure the Members Error Report and Pay Customer Service training is up to date, relevant, and effective (inc. KB and Circuit)
  • Effectively communicate with internal stakeholders by providing highlevel support to the service team, marketing team, card issuers and other external stakeholders by delivering CS training, collaborating on projects, defining responsibilities and organising/attending meetings.
  • Preparation for new product launches. Ensure that the Pay website is accurate and up to date
  • FAQs to be created based off enquiries received via Member error reports and uploaded for Customer Care and internal stake holders using Learning Management System.
  • Ad hoc reporting/tasks through various systems (call centre software, scheduling data, etc.)

About You:

  • HSC band 3 and above in English, Math, and Science
  • Achieving customer service orientated KPIs
  • Developing and implementing training
  • Working with highprofile stakeholders
  • Intermmediate skills in MS Office Suite (inc. Excel, Word, Powerpoint, and Outlook)
  • Knowledge and skills in providing mobile app technical support
  • Excellent oral and written communication skills
  • Team work and management of technical support agents
If this sounds like the role for you, do not delay, APPLY NOW

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