Contact Centre Agent

2 days ago

Melbourne, Australia Worldline Full time

**About Worldline**

Worldline is a global payments company, employing 20 000 employees Worldwide, with innovative technology that addresses the challenges of the payment world. We design and operate leading digital payment and transactional solutions that enable sustainable economic growth and reinforce trust and security in our societies.

ANZ provides banking and financial products and services to around 10 million individual and business customers. Employing around 50,000 people worldwide and operating in 33 markets internationally, we are one of the four largest banks in Australia and one of the 25 largest banks in the world by market capitalization. At ANZ, everything we do boils down to ‘why’ - our purpose - to shape a world where people and communities thrive. We’re as focused on seeing our people thrive as well as our customers.

ANZ and Worldline have formed a long term Alliance through a joint venture. This new company will bring added value to merchants while combining ANZ large banking network and established positions with Worldline State-of-the-art payment technology stack and business expertise. The joint venture will be focused on creating an environment where people’s talent and dedication to excellence can thrive, and with access to Worldline’s large range of ambitious and career enhancing development programs. These include formal training, career development programs, learning days, tech forums, mentoring and an Expert Network community

**The opportunity**:
**Your responsibilities include**:

- Independently process requests from our customers, partners and third parties, according to skill matrix for respective teams, SLAs and quality requirements
- Update systems to reflect contract changes, including activating new services and changes to the customer status
- Maintain new and existing customers in our system
- Actively support the operational implementation of new products and services
- Execute recurring tasks, including reporting in task tool statistics daily
- Actively participate and cooperate in projects
- Know and cooperate with entire stakeholder networks and external business partners
- Actively assist in all areas of the team, including participation in problem solving activities and implementation of agreed solutions
- Resolve and follow up on customer issues escalating to technical support teams as appropriate
- Participate in the development of service improvement plans
- Participate in the implementation and deployment of new processes, systems and standards

**Skills we need**:

- Experience in a customer service setting or call centre
- Knowledge of the business and processes
- Experience with client/bank office support
- Experience with key account management experience

**More reasons to join us**:
**Job Segment**:Call Center, Technical Support, Customer Service, Technology

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