Customer Service Agent

3 days ago

Melbourne, Australia MyDeal.com.au Full time

**About the role**

You will be part of the Customer service team as a Payments Agent and will assist with fraud and Chargeback assessments, verification processes, and payment gateway disputes. You will plan, organise, and prioritise tasks to manage a high volume workload and complete all requirements.

**Your core responsibilities will include**
- Triage, investigate and respond to customer disputes and payment complaints.
- Preempt possible issues and proactively coordinate with all stakeholders.
- Perform anti-fraud procedures using data provided via our internal systems.
- Identify intelligence risks in relation to the marketplace.
- Collect emerging trends and themes of disputes and proactively liaise with other departments for process and product improvement.
- Reconcile refund adjustments.
- Assist other team members with ad-hoc projects.
- Liaise with external stakeholders for dispute resolution:

- Forter
- PayPal
- Openpay
- Zippay
- Afterpay
- NAB
- eWay
- Very strong personal and customer service abilities. Empathetic, patient and understanding.
- Strong verbal and written communication skills. Friendly and engaging style with impeccable spelling, grammar and attention to detail.
- Ability to problem solve and multi-task.
- Strong analytical skills.
- You will need to show resilience, critical thinking and time management skills.
- Ability to analyse multiple sources of information to identify risks.
- You have a customer first attitude and constantly strive to improve customers’ experience
- Able to manage a heavy workload.

**Requirements**:

- Strong phone based skills and experience within contact centres.
- Fraud Management exposure. Sound knowledge of chargebacks, unauthorised and unknown transactions.
- Demonstrated knowledge of online shopping and marketplaces.
- A demonstrable track record of working in fast paced industries.
- Intermediate or above proficiency in Google sheets and Excel (eg: VLOOKUP, Formulas, Filtering, Shortcuts).
- Zendesk (or similar help desk software) experience required.

**Benefits**
- Work in a dynamic and inclusive start-up culture with passionate people that collectively possess over 100 years of eCommerce experience.
- Play an important role in an ASX listed company that is experiencing unprecedented growth.
- Industry competitive remuneration in a full-time permanent position.
- A modern Collins Street CBD office easily accessible by tram, bus and train

**Here’s how to apply**:
**Send us your CV and cover letter. Your cover letter should highlight any relevant experience and how you believe you can help MyDeal to become the #1 Home and Garden Marketplace in Australia.

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