Customer Support Advisor - Fixed-Term Contract

Xplor; City of Melbourne; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

#GiveBackDays/Volunteer days

Diversity & Inclusion initiatives

Free mental health support

Flexible working arrangements

Job summary

Xplor Enterprise Fitness seeks a customer support specialist to be the first point of contact for gym, leisure centre and studio clients worldwide. Based in Melbourne, you may work 100% from home in Australia, handling inquiries about payment contracts and service terms with a focus on fast, friendly resolutions.

You will engage with customers, resolve first-line questions, and maintain accurate records while upholding company policies and a positive brand voice across channels.

Qualifications

• Excellent communication across phone, email and chat; clear, caring, professional manner.
• Active listening, patience and empathy for customers and colleagues.
• Strong problem-solving with rational approach to resolution.
• Attention to detail in documenting issues concisely.
• Able to work in a team and meet SLAs in a fast-paced environment.

Responsibilities

• Answer calls, emails and chats with high first-time resolution.
• Manage communications from clients about service contracts and payments.
• Resolve first-line queries related to accounts and contracts.
• Escalate complex issues to appropriate teams when needed.
• Engage with customers on overdue balances following policy.
• Document all activity in the administration system.
• Keep internal systems updated and follow scripts for support or negotiation.

Skills

Communication

Active listening

Empathy

Problem solving

Detail orientation

Teamwork

SLA adherence

Fast-paced

Stakeholder liaison

Job description

About the opportunity

You’ll join our Enterprise Fitness vertical on a 6 month fixed term contract as the first point of contact for our fitness and wellbeing consumers, the individual members of gyms, leisure centres and fitness studios (our customers) around the world. This helps our customers to focus on what they do best – engaging with members and growing their business. Our people act as an extension of our customers’ teams, with industry leading technology, payment capabilities and value-added services. Our support team is core to our success as a global business, and we want to be role models for our customers. You will be the first point of contact for our customers and the voice of our trusted brand. Your role is based out of our Melbourne office, the customers you’ll serve are based in Australia and New Zealand, so you’ll need cultural awareness of language and interactions which may differ in each region. Training will be provided; we simply ask that you are willing to learn and able to flex your style and tone for this region. You will love this role if you are motivated by helping others. We are looking for someone who loves solving problems and creating lasting customer relationships. This is a great opportunity if you want to join a customer-centric team and play a central role in our success.

Reporting into a Contact Support Team Leader, you’ll serve consumers by:

• Answer phone calls/emails/chats in a polite and prompt manner to provide a high level of customer service with a high first-time resolution rate
• Manage telephone and email communication from clients and their customers in relation to their service contracts with us
• Resolve first line customer queries relating to their accounts associated to payment contracts and contractual relationships
• Report any complex issues raised by consumers and/or customers, and escape where necessary
• Engage with customers regarding overdue balances and the collection of those in line with relevant Collections policies, maintaining individual areas within the system’s ledger by telephone and written correspondence
• Identification, progress chasing and resolution of queries utilising the query management system
• Record all activity associated with any communication in the related Administration system
• Accurately update internal and external systems and tools as required
• Follow defined scripts or directions around support or payment negotiation as defined from time to time

Location: you can work 100% from home, anywhere in Australia, provided you have full working rights.

What would make me a good candidate?

We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big-picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.

Required qualifications for this role:

• You will love this role if you are motivated by helping others. We are looking for someone who loves solving problems and creating lasting customer relationships. This is a great opportunity if you want to join a customer-centric team and play a central role in our success.
• Excellent communication skills – The ability to liaise with Stakeholders on a day-to-day basis via telephone (excellent telephone manner), email and face-to-face in a clear, caring, concise and professional manner
• Possess active listening skills, patience and empathy Proficient ability to build positive working relationships with consumers and colleagues
• Problem solving skills, with the ability to identify exact details of a problem through a rational process and take steps to ensure a successful resolution
• Attention to detail, able to document details of issues clearly in a concise understandable manner
• Ability to work in a team where you can meet service level agreements (SLAs)
• Motivated by a fast-paced environment
• You’re a true team player with a willingness to go the extra mile when needed

Values and Life at Xplor

• Find a better way
• Do the right thing
• Say it straight
• Win together
• Own the outcome

Some of our perks and benefits are:

• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
• Access to free mental health support
• Flexible working arrangements

Good to know

To be considered for employment, you must be legally authorised to work in the location (country) you’re applying for. Xplor does not sponsor visas, either at the time of hire or at any later time.

To learn more about us and our products, please visit . We also invite you to check out our Candidate FAQs for more information about our recruitment process.

EEO and Artificial Intelligence

We believe in transparent hiring. We use an applicant tracking system that includes artificial intelligence enabled features to assist with the screening and assessment of job applications, such as candidate scoring or ranking. These tools support our recruitment process, but all hiring decisions are made by the recruitment team following human review. We do not rely on artificial intelligence to make final hiring decisions. Find our Candidate AI Usage guidelines here.

DEI Commitment

Xplor is dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community. We make it a priority to respond to every applicant.

Xplor Technologies

Xplor Technologies powers the experiences at the heart of everyday life. Through modern vertical software, embedded payments, and AI-powered capabilities, we help businesses in fitness, recreation, golf and club, field services, laundry, education, and other membership-based and service-based industries simplify operations, uncover insights, and elevate customer and member experiences.