On-Site Payments Support Specialist – Escalations

NT Partners; Sydney; Sur place; AUD 63 000 - 77 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer service

Phone support

Communication

Learning product set

Team collaboration

Description du poste

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.