Customer Service Representative

NT Partners; Sydney; On-site; AUD 63,000 - 77,000; Full time

Job summary

NT Partners is partnering with a well established payments provider to recruit a Customer Service Specialist for the Sydney CBD on-site role. You’ll be the main contact for Australian business customers, addressing enquiries, explaining acquiring products, and resolving issues as they arise.

The role sits between the contact centre and the customer, handling escalated calls and the support inbox while ensuring fast, clear responses and accurate account records.

Qualifications

• Experience in customer service with a strong phone component.
• Ability to learn a product set to answer questions without checking each time.
• Accurate notes on every interaction.

Responsibilities

• Resolving escalated customer queries, both administrative and technical, and closing them out in good time.
• Taking escalated calls from the contact centre and managing the support inbox.
• Following up customers who haven’t started transacting and getting them live.
• Keeping account records accurate and up to date.
• Handling requests for additional terminals, changes of ownership or entity, and changes to bank accounts and addresses.
• Adding product features for existing customers.
• Meeting your KPIs and following the compliance requirements and training.

Skills

Customer service

Phone support

Communication

Learning product set

Team collaboration

Job description

Sydney CBD | On site | up to $70k plus super

NT Partners are recruiting on behalf of a well established payments provider for a Customer Service Specialist.

The role

You’ll be the main contact for business customers across Australia, helping with enquiries, explaining the acquiring products and services, and fixing issues as they come up. The role sits between the contact centre and the customer, so you’ll pick up escalated calls and work through the support inbox. Customers need quick, clear answers, and you’re the one giving them.

What you’ll be doing

• Resolving escalated customer queries, both administrative and technical, and closing them out in good time
• Taking escalated calls from the contact centre and managing the support inbox
• Following up customers who haven’t started transacting and getting them live
• Keeping account records accurate and up to date
• Handling requests for additional terminals, changes of ownership or entity, and changes to bank accounts and addresses
• Adding product features for existing customers
• Meeting your KPIs and following the compliance requirements and training

What you’ll bring

• Customer service experience with a strong phone component
• A calm, empathetic manner, including when a customer is frustrated
• Confidence handling complaints and seeing them through to a resolution
• Good written communication, and accurate notes on every interaction
• The ability to learn a product set properly so you can answer questions without having to check each time
• Comfort working with colleagues across teams to get things done
• Payments, merchant services or contact centre experience will help but isn’t essential if your customer service background is strong.

Must have full working rights to be considered.