Remote Customer Support Advisor - Payments & Membership

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

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.