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Premium End to End Service Desk Agent

4 months ago

Melbourne, Australia Worldline Full time

**This is ANZ Worldline Payment Solutions**

ANZ Worldline Payment Solutions is a joint venture between ANZ Banking Group and Europe’s leading payment technology company, Worldline.

We launched in Australia in early 2022, providing in-store and ecommerce payment solutions to around 60,000 Australian businesses. Since then we’ve built a new modern technology platform to enable an exciting roadmap of products and solutions that we’ll launch in Australia throughout 2023 and beyond.

**What’s it like to work with us?** We bring together the spirit of a fintech with the heritage of a big four bank. And while our expertise, products and services make us a leader in payments, our people, purpose, values and culture are the core of our organisation. As an equal opportunity employer, we know our success comes from new insights, diverse points of view and the energy of every member of our 300 strong team.

It’s an exciting time to be part of our growing team. Find out more about ANZ Worldline Payment Solutions here.

**The Opportunity**

The Premium End To End Service Desk Agent reports to the Premium Service Desk Manager within the Customer Delivery Department.

In this role, you function as a dedicated consultant for new and existing premium & complex merchants, supporting them in the onboarding process. You will act as a single point of contact for the customer for the CS department and play the role of E2E implementation manager. You will take care of the set-up of new services by aligning with the customer to fully understand their needs and then launch the correct request within the AE to deliver these services according to the needs of the customer. You will take the end-to-end responsibility to provide the customer with an excellent service and will escalate internally if encountered issues take too long to be resolved. In addition to providing a positive customer experience, the role requires strong stakeholder skills, working closely with internal teams.

**Your day-to-day responsibilities include**:

- You are the single point of contact for our Key customers in the context of onboarding projects
- You are responsible for conducting the scope meeting(s) and ensure that the right departments within Worldline are involved.
- You hold weekly meetings with the customer to inform on status quo & provide a platform to raise issues
- You act as an escalation point for the Key customer in case of issues with the roll-out of a project and help to solve the problem by launching an internal escalation.
- You follow up the invoices sent out the customer and provide additional information to the customer in case the invoiced items are unclear.
- You will work in close cooperation with the Key Account Manager and the Customer Success Manager to make sure that the customer receives the adequate service
- In case of missing documents, you reach out to Sales, in case of missing information, you work with the merchant directly
- You collaborate with the CIT team from ANZ in case of mixed product deals, to ensure a lean approach towards the merchant
- You foster a positive customer feedback culture, welcome feedback and actively improves the customer experience

**Signs of success**
- You ensure that quality services are delivered with regard to the agreed SLA;You guarantee high Customer Experience levels through increased Customer Experience & Customer SatisfactionYou ensure correct escalation of issues to upper management and follow-up on operational risk
- Skills we can't do without:

- You have graduated from an university or equivalent experience
- You have experience in Customer Service Area
- You are a strong relationship builder and excellent communicator
- You have strong organizational skills, are able to handle multiple priorities and are solution-oriented
- You pay high attention to detail and accuracy
- You proactively take ownership of tasks, manage them to their completion and deliver under tight timelines
- You are proficient in MS Office, with medium to high skills in PowerPoint, Word, Excel

**Skills we'd like**:

- Knowledge of Commercial Cards/Merchant Services Industry and processes

**Benefits**

At Worldline we work in a flexible environment that empowers you to learn, grow and accelerate your career. You’ll have access a great mix of benefits, including:

- A range of health and wellbeing discounts for gym, nutrition, sporting gear
- Learning and development opportunities to build your skills
- Additional Leave options to support families, work in the community or take a career break. You’ll also earn loyalty leave for your tenure.
- Monthly in person and virtual social events
- Volunteering leave to support CSR activities
- Plus other perks and benefits (e.g. novated leasing options)

We have modern offices and services to support our people including a parent’s room, prayer room, and end of trip facilities. We also provide EAP services including financial counselling to support mana