Customer Support Specialist

1 week ago

Sydney, New South Wales, Australia Tyro Payments Limited Full time

About Tyro Payments Limited

We're a tech company at heart, fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.

Our team of 600+ employees is the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of payments and commerce for Australian businesses.

The Role

Tyro's Customer Support team is one of the most widely regarded in Australia. We've been providing excellent quality customer support for 16+ years and we actively maintain a strong culture that allows us to be more flexible and offer our customers a higher level of support than other banks. We provide payments and core banking services to over 29,000+ businesses across Australia, so we take quality seriously.

As a Customer Support Specialist, you will champion the voice of our customers and collaborate with our awesome teams and individuals in Engineering, Product Management, Sales, and other functions within the business, who have inspiring stories and top-notch talent.

  • We offer a rotating roster within 7am to 7pm Monday to Sunday, a supportive training program, and the flexibility to work from home, or from our brand new CBD office.
  • Please note that this role will entail some weekend work as part of your roster

On a typical day, you will use your exceptional customer service skills to liaise with our customers over the phone and via email. You'll provide first-level technical and account support to our EFTPOS, Banking and eCommerce customers. Ultimately, your goal will be to delight our customers on their first call and send them away with greater knowledge, or to become self-sufficient, and doing so with a smile

Key Responsibilities

  • Answer all incoming calls in a professional and efficient manner
  • Educate customers of Tyro's products and services
  • Troubleshoot any issues regarding terminals and eCommerce enquiries
  • Guiding our customers through the EFTPOS activation process.
  • Resolve all complaints through effective communication skills and escalate to team lead when needed
  • Collaborate closely with various internal teams to identify or create innovative solutions
  • Record detailed and accurate notes of merchant enquiries in a timely and efficient manner.
  • Uphold and contribute to Tyro's strong risk culture by complying with our policies, completing mandatory training and identifying and managing risks within your day-to-day work

Requirements

  • Previous experience in Retail, Hospitality or Contact Centre
  • An infectiously upbeat attitude and a bubbly personality
  • A passion for customer experience and providing exceptional service
  • Strong written and verbal communication skills

Perks and Benefits

We've worked hard to create an environment that's big on diversity, inclusion, and flexibility, and one that suits the changing needs of our people across Australia. Here are just some of the things our employees tell us they love about working here:

  • A hybrid working policy that truly enables you to live your best life
  • Learning and career development opportunities
  • 16 weeks paid primary carers leave
  • 12 weeks paid secondary carers leave
  • Annual team-based volunteer day
  • We're a social bunch, we love a weekly team social event, snacks, a selection of craft beer, wine and non-alcoholic beverages, ping pong and video games
  • Taco Tuesdays
  • Mental health and wellness initiatives
  • Personal finance initiatives

#LI-Hybrid

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