Customer Service Escalations Advocate

4 months ago

Melbourne, Australia Afterpay Full time

**Company Description**:

- It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible.
- Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.
- Check out our locations, benefits, and more at cash.app/careers.

We are seeking a results focussed individual with a naturally positive mindset, who has a strong background in customer service delivery responsibilities in resolving customer service complaints/ dispute resolution.

As an Escalations Team Member of our Internal Dispute Resolution (IDR) process you will help solve our customer's most complex issues. We strive to solve their issues and allow them to get back to their day with ease. This role requires us to do that at all times working within the guardrails of our Afterpay Complaints Management framework. You will join a team of passionate Afterpay Advocates who love solving customer problems in a fast paced environment.

**This role is responsible for**:

- Provide support to the Customer Service team for escalated complaints, where first level resolution team members have not been able to resolve.
- Investigate, manage, and resolve escalated customer complaints where first level resolution team members have not been able to resolve in accordance with Afterpay / Clearpay complaint management policy frameworks, including our obligations to regulatory frameworks
- Manage multiple dispute cases simultaneously in a efficient and effective manner in accordance with standard operating procedures
- Focus on providing a supportive customer experience and ensuring timely and fair outcomes are achieved in line with internal and regulatory requirements. Be willing to support prioritisation of our most pressing issues and find a solution with stakeholders
- You will build expertise in our products, technology and procedures to deliver the best possible support to our team members and customers
- Provide support to our frontline team members to help improve first point resolution (and reduce Escalations if possible)
- Stay alert to trends in complaints, customer and frontline team feedback in daily routine; alert Leaders and make recommendations to improve processes as required
- Develop productive working relationships with a range of stakeholders across the Operations team (and often with Product or Technology stakeholders) to support the resolution of customer complaints
- Balance quality, productivity and service standards in your day to ensure KPIs are delivered

Other tasks and ad hoc projects within the scope of the role may be required from time to time, including supporting the launch of new products or licensed servicing requirements.

**Qualifications**:
To be successful in this role you will have:

- Minimum 2 years experience in Customer Service delivery roles with specific Escalations / Complaints experience
- You champion the customer experience and can quickly form relationships and establish trust, respect, competence and confidence with our customers
- Self
- driven team player, and a logical thinker that likes to work in a fast-paced and challenging and change driven environment
- Strong time management skills
- Excellent written and verbal communication skills
- Strong attention to detail and the tenacity to seek a solution to a problem

**Other**
- Many of our front line Customer Service team members are based outside of ANZ; providing internal help and communicating and connecting digitally is key
- The global nature of our team may require this role to work flexibly from time to time in order to to connect to colleagues who operate in Australia, UK and Spain

**Additional Information**:
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, based solely on the core competencies required of the role at hand, and without regard to any 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 recrui

  • Customer Service Escalations Advocate

    4 months ago

    Melbourne, Australia Afterpay Full time

    **Company Description** It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay, to provide a better way to send, spend, invest, borrow and save to our 47 million...

  • Customer Service Escalations Advocate

    4 months ago

    Melbourne, Australia Afterpay Full time

    Company Description It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47...

  • Customer Service Escalations Advocate

    4 months ago

    Melbourne, Australia Afterpay Full time

    **Company Description**: - It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay, to provide a better way to send, spend, invest, borrow and save to our 47...

  • Escalation Engineer, Escalations and Event Management

    1 month ago

    Melbourne, Australia Amazon Full time

    DESCRIPTIONAmazon has built a reputation for excellence with a mission to be the earth’s most customer-centric company, a company that customers from all over the globe will recognize, value, and trust for both our products and our service. Amazon Web Services (AWS) is carrying on that tradition while leading the world in cloud technologies.The Escalation...

  • Customer Service Escalations Team Leader

    4 months ago

    Melbourne, Australia Afterpay Full time

    Company Description It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay, to provide a better way to send, spend, invest, borrow and save to our 47 million...

  • Technical Escalation Manager

    4 months ago

    Melbourne, Australia Hashicorp Full time

    **About the role...** HashiCorp is looking for a high-caliber **Technical Escalation Manager** to build and lead our escalation management function across products. This highly visible position will be an integral part of the Support Engineering Leadership team and report to the Sr Director of Support Engineering. You are a fit if you thrive in a fast-paced...

  • Customer Success Advocate

    4 days ago

    Melbourne, Victoria, Australia Square (Block) Full time

    Customer Success Advocate Role at Square (Block)About the RoleSquare (Block) is seeking a highly motivated and customer-focused individual to join our Customer Success team as a Customer Success Advocate. In this role, you will be responsible for providing exceptional support to our sellers, helping them to get the most out of our products and services.Key...

  • Customer Advocate

    3 weeks ago

    Melbourne, Victoria, Australia Versent Full time

    About the RoleWe are seeking an experienced Customer Advocate to join our team at Versent. As a key member of our Growth team, you will play a critical role in driving business growth and building deep, trusted partnerships with our core and strategic customers.Key ResponsibilitiesDevelop and maintain strong relationships with senior customer stakeholders to...

  • Customer Support Specialist

    3 weeks ago

    Melbourne, Victoria, Australia ACCS - ARES Customer Care Solutions GmbH Full time

    About the RoleServe as the primary point of contact, delivering exceptional customer support and resolving technical customer issues swiftly and accurately.Key ResponsibilitiesResolve technical customer issues swiftly and accurately, escalating to the appropriate teams when necessary.Collaborate with cross-functional teams to identify recurring customer...

  • Customer Advocate

    3 weeks ago

    Melbourne, Victoria, Australia Versent Full time

    About the RoleWe are seeking an experienced Customer Advocate to join our team at Versent. As a key member of our Growth team, you will play a critical role in building and maintaining deep, trusted partnerships with our core and strategic customers.Key ResponsibilitiesDevelop and maintain strong relationships with senior customer stakeholders to drive...

  • Customer Service Representative

    1 week ago

    Melbourne, Victoria, Australia Customer Engagement Centre Full time

    Customer Engagement Centre Job DescriptionAs the first point of contact for our national business, you will support internal stakeholders across all business units and assist with the customer journey, in line with Metricon Homes' mission and values.Key Responsibilities:Demonstrate a superior customer service capability - prioritising the customer experience...

  • Airline Customer Advocate

    4 months ago

    Melbourne, Australia Altara Full time

    This position is located in: Melbourne - **Are you a natural problem solver that thrives on gaining results?**: - **Do you have what it takes to manage a range of cases spanning multiple clients?**: - **Unique and autonomous job share role in the aviation sector** **__________________________________** - Case management across multiple clients within the...

  • Customer Success Advocate

    2 weeks ago

    Melbourne, Victoria, Australia Xplor Full time

    About the OpportunityXplor is seeking a highly motivated and customer-focused Customer Success Coordinator to join our Childcare & Education vertical in Melbourne. As a key member of our team, you will play a critical role in ensuring customer satisfaction and retention.Key ResponsibilitiesCustomer Advocacy: Proactively advocate for customer needs, identify...

  • Customer Success Advocate

    3 weeks ago

    Melbourne, Victoria, Australia Xplor Education Full time

    About the OpportunityXplor Education is seeking a highly motivated and customer-focused individual to join our team as a Customer Success Coordinator in Melbourne. As a key member of our team, you will play a vital role in ensuring our customers achieve success through the use of our platform.Key Responsibilities:Customer Support: Provide timely and...

  • Customer Success Advocate

    2 weeks ago

    Melbourne, Victoria, Australia Xplor Education Full time

    About the OpportunityWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Success Coordinator in Melbourne. As a key member of our Childcare & Education vertical, you will play a critical role in ensuring our customers achieve success through the use of our platform.Your primary responsibility will be to provide...

  • Customer Success Advocate

    7 days ago

    Melbourne, Victoria, Australia Xplor Education Full time

    About the OpportunityWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Success Coordinator in Melbourne. As a key member of our Childcare & Education vertical, you will play a critical role in ensuring our customers achieve success through the use of our platform.Your primary responsibility will be to provide...

  • Senior Escalation Manager

    1 week ago

    Melbourne, Victoria, Australia Splunk Inc Full time

    Splunk Senior Escalation ManagerThe Senior Escalation Manager is a key role within the Splunk Problem Incident and Escalation (SPIE) team within Global Support. This position requires a skilled professional to help resolve sophisticated problems that impact Splunk customers.Responsibilities:Lead technical responses with support and engineering partners,...

  • Senior Escalation Manager

    5 days ago

    Melbourne, Victoria, Australia Splunk Inc Full time

    Splunk Inc: Senior Escalation ManagerThe Senior Escalation Manager is a key role within the Splunk Problem Incident and Escalation (SPIE) team within Global Support. This exciting opportunity allows you to help solve sophisticated problems that benefit Splunk customers.Key Responsibilities:Lead and report technical responses with support and key engineering...

  • Customer Service Advocate

    2 weeks ago

    Melbourne, Victoria, Australia Civica Full time

    About Civica:We're a leading provider of software and services to governments worldwide, helping them deliver critical services to citizens.About the role:Civica is seeking talented individuals to join our team at Fines Victoria, supporting the Victorian Department of Justice and Community Safety.As a Customer Service Representative, you'll be the first...

  • Customer Service Advocate

    1 week ago

    Melbourne, Victoria, Australia Civica Full time

    About Civica:We're a leading provider of software and services to governments worldwide, helping them deliver critical services to citizens.About the role:Civica is seeking talented individuals to join our team at Fines Victoria, supporting the Victorian Department of Justice and Community Safety.As a Customer Service Representative, you'll be the first...