Hybrid Customer Support Liaison - Growth Opportunity

Next Payments Pty; Melbourne; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Friendly work environment

Paid overtime

Formal training and development

Career progression

Fresh fruit delivery

Social Club

Flexible/hybrid working

Close to public transport

Job summary

Next Payments is seeking a motivated Customer Support person to join our Cheltenham-based team. You will apply your customer service and technical experience to provide quality support, handle inbound/outbound calls, and liaise with our technical team to resolve issues for our cash management products.

You will build strong relationships with customers, document cases accurately, and contribute to team knowledge sharing. The role offers growth, paid overtime, and hybrid work after training.

Qualifications

• Previous customer service experience.
• 2nd item
• Strong communication skills.
• 3rd item
• Friendly team player.
• 4th item
• Logical thinker with teachable technical skills.
• 5th item
• Intermediate computer skills.
• 6th item
• Experience with call management and monitoring systems.

Responsibilities

• Cooperate and liaise with our technical team and share information across the organisation.

Skills

Customer service

Communication

Team player

Logical thinker

Technical aptitude

Problem solving

Intermediate computer skills

Tools

Call management systems

Monitoring systems

Job description

Job Description

Your NEXT Opportunity

This is an exciting opportunity for a motivated Customer Support person to join our Next Payments team based in Cheltenham. We are looking for an enthusiastic person with proficient technical and communication skills, someone who displays initiative and a strong desire to contribute and learn.

With new product launches, significant customer acquisitions and strong business growth (189 employees currently), Next Payments’ offers job security within a supportive and friendly team.

The Role

This role would suit someone that is looking to kick start their career in a fun and supportive team environment, with excellent growth prospects.

You will apply your previous customer service and technical experience to perform the following principal duties:

• Cooperate and liaise with our technical team and share information across the organisation.


• Perform quality service at first point of contact.


• Handling all inbound and outbound calls from Next Payments customers, and cardholders.


• Liaising and coordinating with external third-party service providers to resolve issues.


• Provide technical assistance and support to resolve faults and queries across Next Payments’ cash management products, through to resolution.


• Raise cases for all activities capturing accurate description of incidents.


• Accurately record client’s technical information and faults.


• Proactive follow up and closure of all cases.


• Keep customers up to date with the progress of outstanding incidents/queries and provide proactive and efficient service.


• Dispatch technician jobs and gain ETAs.


• Follow-up all outstanding cases.


• Escalate unresolved incidents.


• Maintain an up-to-date knowledge of procedures.


• Develop good relations with customers to instill confidence.


• Participate in team knowledge sharing sessions.

About You

• Previous customer service experience


• Strong communication skills


• Friendly team player


• Logical thinker (we can teach you the technical stuff)


• Intermediate computer skills


• Technical aptitude


• Previous experience with call management systems and monitoring systems

The Perks!

• Friendly, fun, and supportive work environment – we are really proud of the culture we have created!


• Paid overtime


• True appreciation and recognition of hard work


• Formal training and development company policy with opportunities for supported participation in external certifications and courses


• Established internal career progression pathways


• Regular fresh fruit delivery to the office and quarterly gourmet BBQs provided


• An active Social Club Committee that actually plans things people want to go to


• Flexible/hybrid working once you’re trained and settled in


• Close to public transport. We are 10 minutes away from Cheltenham train station and have the 767, 811 & 812 bus stop right outside our front door!

About Us

Established in 2013, Next Payments is one of Australia’s strongest, multi-award winning and fastest growing payments companies. Headquartered in Melbourne with branches in Sydney, Brisbane, and Wellington, we are 97% Australian and 3% New Zealand owned with Macquarie Group being our largest shareholder.

At Next Payments, our success is due to our proven and reliable products and services, ensuring the seamless operation of our customers’ businesses. We provide end to end solutions in the payments space, including ATM installation and services, issuing, and managing digital wallets, QR code payments, debit and prepaid card issuing, and bespoke customer experience integration.

We are an equal opportunity employer and value diversity at our company. We actively recognise our committed people and provide exciting learning and career development opportunities.

At Next you will matter, whatever it takes! We call it Next Respect.

Next Payments is environmentally conscious and after 3 years of hard work, we are proudly Carbon Neutral certified!

How to Apply

If you would like to join Next Payments, please send us your resume and a short cover letter – We want to hear from you personally and understand why this role and our company is of interest!

Please note that only candidates required for interview will be contacted.

You must have the right to live and work in Australia to apply for this position.

Next Payments is not accepting inquiries from recruitment agencies for this position.