Customer Support Liaison Officer

This is an exciting opportunity for a motivated Customer Support person to join our Next Payments team based in Cheltenham. We are looking for an enthusiastic person, someone who displays initiative and a strong desire to contribute and learn.

Reporting to the Australian Operations Team Leader this role will see you providing quality service, support and assistance to customers, completing triage procedures to resolve minor technical issues. The objective is to resolve customers’ incidents or queries ASAP and in a timely manner, utilising all available resources such as making calls, having dialogues with technical resources or escalations.

With new product launches, strong business growth (140 employees currently, and we expect that number to increase to 170 by this time next year) and recently winning Casino and TAB cashless gaming tenders, it really is an exciting time to join Next Payments

**The Role**

This role would suit someone that is looking to kick start their career in a fun and supportive team environment, with excellent growth prospects.
- Cooperate and liaise with technical team and share information across the organisation.
- Perform quality service at first point of contact.
- Handling all inbound and outbound calls from ATM/Cash Recycler/Cash Express/Cash Redemption Terminal customers, and cardholders.
- Liaising and coordinating with external third-party service providers to resolve issues.
- Provide technical assistance and support to resolve ATM/Cash Recycler/Cash Express/Cash Redemption Terminal faults and issues until resolution.
- Raise cases for all activities capturing accurate description of incidents.
- Accurately record client’s technical information and faults.
- Proactive follow up and closure of all cases.
- Keep customers up to date with the progress of outstanding incidents/queries and provide proactive and efficient service.
- Dispatch technician jobs and gain ETAs.
- Follow-up all outstanding cases.
- Escalate unresolved incidents.
- Maintain an up to date knowledge of procedures.
- Develop good relations with customers to instill confidence.
- Participate in team knowledge sharing sessions.

**About You**
- Previous customer service experience.
- Strong communication skills.
- Friendly team player.
- Logical thinker.
- Intermediate computer skills.
- Technical aptitude.
- Previous experience with call management systems and monitoring systems.
- A GOOD SENSE OF HUMOUR

**The Perks**
- Friendly and fun work environment - we are extremely proud of the culture we have created
- Provided tea, coffee, fruit and sweets, and quarterly gourmet BBQs.
- Strong staff enjoyment and involvement profile, with our Social Club Committee regularly planning fun activities for us.
- Free and accessible parking all day (Don’t pay $20+ a day with city parking)
- Close to public transport. We are 10 minutes away from Cheltenham train station and have the 767, 811 & 812 bus stop right outside our front door
- True appreciation and recognition of hard work.
- Ongoing training and development opportunities.

**About Us**

Established in 2013, Next Payments is one of Australia’s most profitable, multi award winning and fastest growing payments companies. Headquartered in Melbourne with branches in Sydney, Brisbane, and Wellington, we are 97% Australian and 3% New Zealand owned with Macquarie Group being a significant investor in our business.

At Next Payments, our success is due to our proven and reliable products which ensure the seamless operation of our customers’ businesses. We provide end to end solutions in the payments space, with our core capabilities including ATM installation and services, issuing, and managing digital wallets, QR code payments, debit and prepaid card issuing, and bespoke customer experience integration.

We are an equal opportunity employer and value diversity at our company. We actively recognise our committed people and provide exciting learning and career development opportunities.

Next Payments is environmentally conscious and after 3 years of hard work, we are now proudly Carbon Neutral

**How to Apply**

If you would like to join Next Payments, please send us your resume and a short cover letter - We want to hear from you personally and understand why this role and our company is of interest
- Next Payments is not accepting inquiries from recruitment agencies for this position._