Customer Service Representative III

InComm Payments; City of Melbourne; Remote; AUD 30,000 - 41,000; Part time

Benefits offered by this job

Employee Referral Bonus Program

Job summary

InComm Payments is seeking a Customer Service Representative to deliver friendly and focused support to clients within the Incomm AUNZ team. You will handle inquiries from corporate clients and consumers, manage tickets, and assist with cardholder support tasks from a remote location in Victoria, AU.

This 12-month contract role is part-time (25 hours per week) and requires strong Excel and communication skills, with a background check completed as part of the hiring process.

Qualifications

• 2+ years' customer service or client support experience.
• Strong Excel and written/verbal communication skills.
• Criminal background and consumer credit check clearance required.

Responsibilities

• Answer inbound e-mail enquiries from corporate clients, consumers and selling partners.
• Provide timely, accurate responses to customer concerns in accordance with InComm's regulations.
• Perform basic Cardholder Customer Service functions such as Lost/Stolen Cards and forgotten PINs.
• Open/resolve/escalate/close tickets; manage ticketing with internal teams.
• Organise replacement cards and initiate tickets to technical teams when needed.

Skills

Customer service

Communication

Typing

Tools

MS Office

Windows

Internet

Job description

Overview

When you think of InComm Payments, think of Innovative Payments Technology. We were founded over 30 years ago and continue to be a pioneer in the payment (FinTech) industry. Since our inception, we have grown to be a team of over 3,000 employees in 35 countries around the world. We own over 400 global technical patents and a network that includes over 525,000 points of retail distribution that points to our industry expertise. InComm Payments works with the most recognized and valued brands in the world, and we are partnered with most of the world’s leading merchants. InComm Payments is highly focused on our people and their growth, and we work hard to make a career at InComm Payments meaningful and rewarding. We value innovation, quality, passion, integrity, and responsibility in all that we do, and we are looking for great people to join our team as we move forward towards a very bright future.

About This Opportunity

As a Customer Service Representative, you will provide customer care services with a friendly, enthusiastic and focused manner within the Incomm AUNZ Team and provide clients with various types of customer care from checking account balances to replacing and deactivating cards. You will also manage the inbound case load whilst also working on ways to implement best practices for our customer cases.

This is a Fully Remote 12-Month Contract Part Time Role - 25 hours per week. The Employee must reside in Victoria, AU

Responsibilities

• Answer inbound e-mail enquiries from corporate clients, consumers and selling partners.
• Provide timely, accurate and courteous responses to the customers concerns or questions in accordance's with InComm's regulations. Customers will include both our merchant partner and consumers
• Perform basic Cardholder Customer Service functions in an accurate, timely and courteous manner; i.e. Lost/Stolen Cards, forgotten PINs.

General functions include:

• Open/resolve/escalate/close tickets.
• Administrative tasks (partner account updates, provide activity reports).
• Organise replacement cards where required
• Opening tickets to the appropriate technical teams when required.
• Keep clients appraised on resolution progress.
• Document activities in the ticketing system as required.
• Outbound calls as required.
• Supporting more complex queries related to our financial products as channeled from our cardholder support unit (CS), our product development teams or other third-party vendors.
• Maintaining familiarity with our prepaid financial services products, programs, developments and direction of the business in general.
• Other tasks and responsibilities as assigned by leadership team.
• Answer queries in timely manner in accordance with InComm's goals

Qualifications

• Strong excel, verbal and written communication skills are critical
• Basic knowledge of MS Office, Internet, Windows and typing skills are required
• 2+ years' customer service/client support experience required
• Successful completion of a criminal background and consumer credit check is required

InComm Payments provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran's status, age, disability status, genetics or any other category protected by federal, state, or local law.

• This position is eligible for the Employee Referral Bonus Program