Contact Centre Agent

ANZ Worldline Payment Solutions; Melbourne; On-site; AUD 52,000 - 76,000; Full time

Job summary

ANZ Worldline Payment Solutions is seeking a friendly Contact Centre Agent in Australia to deliver timely, accurate support to customers over phone and email. You will be the first line of contact, resolving inquiries and ensuring a positive experience with our payments services.

Reporting to the Team Lead, you will work a rotating 7-day roster between 6am and 11pm, applying service standards, recording interactions in the CRM, and contributing to knowledge base improvements.

Qualifications

• Experience in customer service or similar roles.
• Excellent verbal and written communication.
• Strong computer literacy and ability to learn new software quickly.

Responsibilities

• Handle customer inquiries via phone and email.
• Record interactions in the CRM and update case details.
• Resolve issues within SLAs and escalate when needed.

Skills

Customer service

Communication

CRM familiarity

Problem solving

Education

Customer Service Training

Tools

CRM system

Job description

Welcome to ANZ Worldline Payment Solutions. We're an Australian payments business, wholly owned by ANZ.

ANZ Worldline was established in 2022 as a joint venture between ANZ and Worldline, with ANZ acquiring Worldline SA's shares in 2026 to take full ownership. We continue to use Worldline technology across selected products and services thanks to our ongoing strategic relationship.

In Australia, card and electronic payments are the most widely used way to pay amongst consumers1. That's why delivering secure, reliable and modern payments technology is so important in helping our customers succeed in the digital economy.

Our products include in-store, eCommerce and mobile payment products which we deliver to businesses right across Australia - from the smallest micro-businesses to Australia's largest organizations.

About the team

The Chief Operations & Risk Office (CORO) is responsible for the delivery of our core services and the management of all operational and risk functions. The team ensures a seamless and efficient experience for our customers, from onboarding and support to payment processing and fraud prevention, driving reliability and scalability as we grow.

The Servicing team is the primary point of contact for our customers, providing expert support and solutions for their day-to-day needs. They deliver compassionate support for customer inquiries, troubleshooting issues and ensuring a consistently positive experience. The team handles everything from general queries via our contact centre to specialized support for our premium merchants.

By delivering timely, accurate and empathetic support, the team builds customer loyalty and trust. Their focus on efficiency and continuous improvement ensures we can provide excellent service at scale, which is critical to our customer engagement and growth.

The role

As a Contact Centre Agent, your role is to be the friendly, knowledgeable and effective voice of our company. You will be the first point of contact for our customers, providing them with timely and accurate support to resolve their inquiries and ensure they have a positive experience with our services.

Reporting to the Contact Centre Team Lead, you are a crucial member of our front-line team, your professionalism and commitment to helping our customers are fundamental to our success. You will have the opportunity to make a direct impact on customer satisfaction and loyalty every day.

What you'll do

Customer Support & Resolution

Respond to a wide range of customer inquiries through our primary channels (e.g., phone, email), adhering to our service standards.

Actively listen to customer needs to understand their issues, troubleshoot problems and provide accurate and efficient solutions.

Take ownership of issues and elevate to the Team Lead for unresolved or high-risk cases within defined SLAs.

Process & Systems Management

Follow established procedures and guidelines to deliver a consistent and high-quality service experience for every customer.

Accurately and diligently record all customer interactions and update case details in our CRM system.

Effectively navigate our internal knowledge base and other systems to find the right information to resolve customer queries.

Performance & Continuous Improvement

Work to achieve and exceed your individual and team performance targets for customer satisfaction, quality and efficiency.

Participate in onboarding and ongoing training, contribute to personal development and stay current with product and process changes.

Share customer feedback and identify opportunities to help improve our internal processes, knowledge base, and services.

Utilize the knowledge base and collaborate with Process Experts to resolve issues and contribute to knowledge improvements.

Working Hours

Rotating Roster - 7 day a week availability between 6am-11pm

What you'll bring

Skills and Experience

Experience working in a customer service, retail, hospitality, or similar customer-facing role, is valued.

Excellent verbal and written communication skills, with the ability to explain information clearly, concisely and patiently.

Strong computer literacy and the ability to learn and navigate new software and systems with confidence and ease.

Attributes

A genuine passion for helping people and a strong sense of empathy for the customer's perspective.

A positive and resilient attitude, with the ability to remain calm and professional, especially in challenging situations.

A proactive problem-solver with a strong desire to take ownership of customer issues from start to finish.

A collaborative team player who is eager to learn, contribute to a positive team environment and grow their skills.

Qualifications

Training or certification in Customer Service, Business, Technology or related fields are valued.

As our organization grows and changes, our culture is evolving. Our values define how we work together, make decisions and manage risk.

Put customers first

By providing better outcomes for customers every day.

Deliver with excellence

By setting high standards and delivering on commitments.

Own the outcome

By taking accountability and doing what is right.

Work as one

By bringing the best of ANZ together to succeed.