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Members and Pay Platform Officer
1 month ago
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 high-level 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 high-profile 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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