
Customer Support Advisor
1 week ago
**Company Description**
At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.
We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely - without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.
We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.
**Job Description** About the opportunity**
Join our **Global Operations **vertical as **Customer Support Advisor in Melbourne** to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.
Reporting into Contact Support Team Leader, you will help us resolve escalated or exceptional queries on first contact, or to work with our customers to support them through more complex needs, with the endeavor to create a frictionless experience for our customers. Some of the other responsibilities include:
- Take ownership for complex customer queries, ensuring a timely resolution to a meet our client’s satisfaction
- Strong stakeholder management, with a focus to build customer relationships and internal networks
- Utilise a variety of technological platforms to resolve customer queries
- Liaise with colleagues to raise continuous improvement suggestions, using customer feedback
- Improve customer facing processes
- Be proactive in meeting our customer’s service level agreements (SLA’s)
- Collaborate with senior colleagues to ensure that customer needs are being met
- Demonstrate effective engagement and communication with our customers
- Resolves second line customer queries relating to their accounts associated to payment contracts and contractual relationships
- Record all activity associated with any communication in the related management system
For this position, we offer a hybrid and flexible working model, where you will spend 2-3 days per week in the office and the rest working from home.
We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our four core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.
Required qualifications for this role:
- Demonstrable experience in a similar field of work that maps to this role
- A track record of building strong client relationships and meeting /exceeding client satisfaction scores in a payments/billing environment
- Attention to detail and attentiveness to Customer requirements, able to document details of issues clearly in a concise understandable manner
- Experience from roles with technological depth and using vast amounts of data to create processes our outcomes in line with the data.
- Advanced proficiency in MS Office suite of products is required.
- Strong communication skills both written and oral combined with the ability to have difficult conversations to build effective working relationships
- Practical and positive approach to problem solving
- Initiative, to work independently and still be a strong team player
- Willingness to step outside the ‘norm’
- The ability to manage multiple technology resources
- The ability to work under pressure whilst maintaining a calm demeanor
At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.
**Additional Information** What does it mean to work for Xplor?**
Our four core values - Make life simple, Build for people, Move with purpose and Create lasting communities - are key to who we are and guide us from how we hire to how we recognise our team members.
Some of the perks of working with us:
- Unparalleled opportunities to learn and accelerated career development
- A collaborative, team environment with people who truly love what they do
- 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
- Unlimited access to Linked in learning, 10% of your time devoted to growing you and your career, and further support to help you grow
- Access to mental health support
- Fully flexible work arrangements
**How to apply?**
**More about us**
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