Customer Support Expert

3 weeks ago

Melbourne, Victoria, Australia Xplor Full time
About the Opportunity

Xplor Technologies, a leading global platform combining SaaS with embedded payments, is seeking a highly skilled Customer Support Advisor to join our Melbourne team. This role offers an exciting opportunity to make a real impact every day and enrich customers' experiences.

Key Responsibilities:
  • Resolve Complex Queries: Take ownership of complex customer queries, ensuring timely resolution to meet client satisfaction standards.
  • Stakeholder Management: Build strong relationships with customers and internal stakeholders through effective communication and problem-solving.
  • Tech-Savviness: Utilise various technological platforms to resolve customer queries efficiently.
  • Subject Matter Expertise: Obtain in-depth knowledge of Xplor systems to become a subject matter expert (SME).
  • Continuous Improvement: Liaise with colleagues to raise continuous improvement suggestions using customer feedback.
  • Process Enhancement: Improve customer-facing processes to ensure seamless experiences.
  • SLA Compliance: Proactively meet customer service level agreements (SLAs).
  • Collaboration: Work closely with senior colleagues to ensure customer needs are met.
  • Effective Communication: Demonstrate engagement and communication skills with customers.
  • Query Resolution: Resolve second-line customer queries related to accounts, payment contracts, and contractual relationships.
  • Record-Keeping: Maintain accurate records of all communication activity in relevant management systems.
What We Offer:

We provide a hybrid and flexible working model, allowing you to spend 2-3 days per week in the office and the rest working from home.

Requirements:

To be successful in this role, you should have:

  • Experience: Demonstrable experience in a similar field of work that maps to this role.
  • Client Relationships: A track record of building strong client relationships and meeting/exceeding client satisfaction scores in a payments/billing environment.
  • Attention to Detail: Attention to detail and attentiveness to customer requirements, with the ability to document issues clearly and concisely.
  • Tech Depth: Experience from roles with technological depth and using vast amounts of data to create processes and outcomes aligned with the data.
  • MS Office Proficiency: Advanced proficiency in MS Office suite of products.
  • Communication Skills: Strong communication skills, both written and oral, with the ability to handle difficult conversations effectively.
  • Problem-Solving: Practical and positive approach to problem-solving.
  • Initiative: Ability to work independently and as part of a team.
  • Adaptability: Willingness to step outside the 'norm.'
  • Multiple Technology Resources: Ability to manage multiple technology resources.
  • Pressure Management: Ability to work under pressure while maintaining a calm demeanor.
About Xplor:

Xplor Technologies serves over 106,000 customers, processing over $37 billion in payments across 20 markets. Our four core values guide us: Make life simple, Build for people, Move with purpose, and Create lasting communities.

We offer unparalleled opportunities for learning and career development, a collaborative team environment, 12 weeks of paid parental leave, unlimited access to LinkedIn Learning, and more.

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