Customer Service Representative

2 weeks ago

Sydney, New South Wales, Australia Tyro Payments Limited Full time
About the Role

We are seeking a highly skilled and empathetic Customer Support Specialist to join our team at Tyro Payments Limited. As a key member of our customer-facing team, you will be responsible for providing exceptional support to our healthcare practitioners and practice support staff.

Key Responsibilities
  • Communicate with customers via phone, live chat, and email to ensure a delightful experience
  • Answer incoming calls and chat messages in a professional and efficient manner
  • Educate customers on our products and services
  • Troubleshoot issues regarding terminals and e-commerce enquiries
  • Resolve complaints through effective communication skills and escalate to team lead when needed
  • Assist with testing of new product features
  • Triage support queries and assign them to the relevant team
  • Monitor customer feedback during the release of new features and report back to the team
  • Communicate the benefits of our products and services to would-be customers and help them find a solution that suits their needs
  • Work closely with our design and development teams to ensure the features of our platform are aligned with user expectations and abilities
  • Assist with support documentation, processes, and FAQs to make support more intuitive
  • Uphold and contribute to our strong risk culture by complying with our policies, completing mandatory training, and identifying and managing risks within your day-to-day work
Requirements
  • High level of empathy and ability to quickly grasp issues users are facing
  • Excellent verbal and written communication skills
  • Ability to multitask and prioritize effectively with a high volume of support queries
  • Comfortable working with technical concepts and ability to explain them to a range of audiences
  • Ability to work in a fast-paced, yet autonomous environment
  • Previous experience in customer support functions
  • Infectiously upbeat attitude and bubbly personality
  • Passion for customers and providing exceptional service
What We Offer
  • Flexible working environment with a mix of in-office and remote working
  • Learning and development opportunities for professional and personal growth
  • 16 weeks paid primary carers leave and 12 weeks paid secondary carers leave
  • Annual team-based volunteer day
  • Novated leasing
  • Social events and team-building activities

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