Customer Service Advocate

3 weeks ago

Melbourne, Victoria, Australia Afterpay Full time

Join to apply for the Customer Service Advocate role at Afterpay

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Join a movement in which everyone can win. We started a movement in which everyone can win – shoppers, retailers, society and every person on our team. To play fair, trust people and reward them for doing the right thing. We see and feel the impact of our work as more and more people gain financial freedom and retailers grow across the globe.

Founded five years ago in Sydney, Australia, Afterpay has over 11 million active customers globally and more than 64,000 of the world's best retailers around the world including Anthropologie, Revolve, DSW, GOAT, Finish Line, Levi's, Mac Cosmetics, Ray-Ban and many others. Afterpay is on a mission to power an economy in which everyone wins.

Afterpay is completely free for customers who pay on time – helping people spend responsibly without incurring interest, fees or extended debt. Afterpay empowers customers to access the things they want and need, while still allowing them to maintain financial wellness and control, by splitting payments in four, for both online and in-store purchases. Afterpay is deeply committed to delivering positive outcomes for customers. We are focused on supporting our community of shoppers.

We trust in the next generation and share a vision of a more accessible and sustainable world in which people are rewarded for doing the right thing.

The Role

We're seeking an exceptional Customer Service Advocate to become an integral part of our dynamic team. In this pivotal role, you'll serve as a trusted expert, handling complex customer interactions and specialized payment queries.

This role offers the perfect blend of challenge and reward, allowing you to showcase your customer service expertise while developing advanced problem-solving skills.

If you're passionate about transforming challenging situations into success stories and thrive on making a real difference in customers' lives, we want to hear from you.

You Will

  • Responding and resolving inbound payment queries
  • Supporting general customer service with resolving digital queries
  • Assist with global customer service related incident remediation
  • Support first level teams with technical payment resolution guidance
  • Master complex payment systems, integration frameworks, and financial transaction flows
  • Consistently adhere to global regulatory requirements
  • Follow standardised procedures for consistent service delivery
  • Partner with global teams to implement and optimize solutions
  • Influence process improvements based on customer insights

You Have
  • Strong customer service experience and preferably experience in Financial/ Payments industry
  • Excellent communication and interpersonal skills
  • A customer-focused approach with a passion for effortless customer experience.
  • Proven experience in conflict resolution and strong problem-solving abilities
  • Strong verbal & written communication skills - ability to draft detailed, logical and comprehensive findings to internal leadership team
  • Self- driven team player, and a logical thinker that likes to work in a fast-paced and challenging environment
  • Strong attention to detail and the tenacity to seek a solution to a problem

We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to identity or other legally protected class. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build a workplace that is fair and square? Check out our I+D page.

Block is a globally distributed company and this role will require working with other employees in multiple time zones. You may be required to perform work outside of normal business as part of this role.

Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.

Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we're helping build a financial system that is open to everyone.

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