Contact Centre Agent

Who we are

ANZ Worldline Payment Solutions is a joint venture between Worldline and ANZ Banking Group, launched in Australia in early 2022 to deliver in-store and e-commerce payment solutions to Australian businesses. We've built a modern technology platform that enables an ambitious product roadmap as payments technology and consumer preferences evolve. Around 60,000 businesses already use our services and we are still scaling. Combining the agility of a fintech with the strength of a big-four bank, we lead in payments while putting people, purpose and an inclusive, equal-opportunity culture at the heart of what we do.

The opportunity

Reporting to the Contact Centre Team Lead, you will be responsible for telephone enquiries, email requests and account maintenance

Day-to-day responsibilities

• Provide support for customer service (email and/or telephone) including financial queries, answering product questions and providing answers to basic technical questions
• 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
• Achieve SLA/quality targets for the voice and non-voice processes

Who are we looking for

Competencies :

• Customer focused
• Ability to work under pressure
• Ability to work with various computer systems/programs

Skills :

• Analytical
• Proactive and self-driven
• Solution oriented
• Strong communication, interpersonal and negotiation skills

Experience :

• 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

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you'll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.

Learn more about life at ANZ Worldline Payment Solutions at jobs.worldline.com/anz

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.

• #LI-MP1

Information at a Glance