Remote Customer Support Advisor

Xplor; City of Melbourne; On-site; AUD 60,000 - 70,000; Full time

Benefits offered by this job

#GiveBackDays/Volunteer days

Diversity & Inclusion initiatives

Free mental health support

Flexible working arrangements

Job summary

Xplor is seeking a Customer Support Advisor for a 6-month fixed-term contract. Based in Melbourne with the option to work fully remotely from anywhere in Australia, you will be the first point of contact for fitness and wellbeing customers globally, handling calls, emails and chats with a focus on quick, effective resolutions.

You will work within the Global Contact Center, reporting to a Team Leader, and will engage customers regarding contracts, payments, and inquiries to maintain high service

Qualifications

• Excellent communication skills across phone, email and chat.
• Active listening, empathy, and the ability to build relationships.
• Problem solving with clear, concise documentation of issues.

Responsibilities

• Answer calls/emails/chats with high first-time resolution.
• Manage telephone and email communications relating to service contracts.
• Resolve first-line queries on accounts, payments and contracts.
• Escalate complex issues as needed.
• Engage with customers regarding overdue balances per policy.
• Record all activity in the administration system.
• Update internal/external systems as required.
• Follow scripts for support or payment negotiation.

Skills

Communication

Active listening

Empathy

Problem solving

Attention to detail

Team player

SLAs

Fast-paced

Customer focus

Job description

Xplor is seeking a Customer Support Advisor for a 6-month fixed-term contract. Based in Melbourne with the option to work fully remotely from anywhere in Australia, you will be the first point of contact for fitness and wellbeing customers globally, handling calls, emails and chats with a focus on quick, effective resolutions.

You will work within the Global Contact Center, reporting to a Team Leader, and will engage customers regarding contracts, payments, and inquiries to maintain high service