Contact Support Advisor

4 weeks ago

Melbourne, Victoria, Australia Xplor Full time
About Xplor

Xplor is a global platform combining Software-as-a-Service (SaaS) with embedded payments, offering software solutions in fast-growing 'everyday life' verticals and a cloud-based payments processing platform.

We serve over 106,000 customers that processed over $37 billion in payments across 20 markets in 2023.

Job Overview

This role is part of our Global Operations team and requires strong communication and problem-solving skills to deliver exceptional customer experiences. As a Contact Support Advisor, you will be the first point of contact for customers, resolving escalated or complex queries on first contact or working with them to find a solution.

The ideal candidate will have a track record of building strong client relationships, meeting/exceeding client satisfaction scores, and leveraging technological platforms to resolve customer queries.

Key Responsibilities:
  • Taking ownership of complex customer queries, ensuring timely resolution to meet client satisfaction standards
  • Strong stakeholder management, focusing on building customer relationships and internal networks
  • Utilizing various technological platforms to resolve customer queries
  • Gaining in-depth knowledge of Xplor systems to become a subject matter expert (SME)
  • Liaising with colleagues to suggest continuous improvement ideas based on customer feedback
  • Improving customer-facing processes
  • Meeting customer service level agreements (SLAs)
  • Collaborating with senior colleagues to ensure customer needs are met
  • Demonstrating effective engagement and communication with customers
  • Responding to phone calls, emails, and chats in a polite and prompt manner to provide high-level customer service with a high first-time resolution rate
  • Resolving second-line customer queries related to their accounts associated with payment contracts and contractual relationships
  • Recording all activity associated with any communication in the relevant management system
Benefits

This role offers a competitive salary range of $65,000-$85,000 per annum, depending on location and experience. Additionally, we provide a hybrid work model, where you will spend 2-3 days per week in the office and the rest working from home.

Xplor values diversity and inclusion, aiming to create a workplace where everyone feels valued and respected. We encourage applications from all sectors of the community and offer benefits such as 12 weeks of paid parental leave, access to LinkedIn learning, and flexible work arrangements.

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