Customer Support Specialist

Customer Support Specialist

Till Payments | Sydney, NSW, 2000, AU

Posted a month ago

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Description


So, who is Till Payments? We’re an Aussie-born, global fintech disruptor opening up a world of possibilities for businesses seeking simple, seamless, all-in-one payments. We take the complexity out of getting paid with single-source solutions that ensure merchants can accept any payment wherever and whenever their customers shop, be it online, in-store, or a combination of both. Let’s talk about the role you’ll play towards our success. We’re looking for an amazing Customer Support Specialist to join our Operations team and deliver an outstanding experience to our merchants. You’ll be responsible for a broad range of tasks that can include maintaining ongoing customer relationships and networking, administering success programs, contributing to sales, onboarding and training clients, and minimizing churn. You’ll also provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests. No two days in a high growth scale up are the same, but these will be your key responsibilities: - Deliver an outstanding experience to our merchants through all aspects of customer service/interaction/complaints, enquiry (mail or phone) handling and strong follow up with both customers and stakeholders - Optimise our customer lifecycle, from initial onboarding and guiding them through the customer success journey - Drive customer success outcomes by increasing renewal rates and reduce churn - Be trained across other operational teams to provide support, back up, and broaden your own knowledge of Till Our team works across a 7 day rotating roster, with the NSW roster currently consisting of 5 consecutive days on with 2 days off, which are made up of 8 hour shifts between 7am to 7pm. However we offer flexibility if preferred, we can accommodate 4 x10 hour days. You’ll be employed permanently, and paid as per the Banking, Finance, and Insurance Award 2020 rate which could include penalty rates for some shifts. Our office office is in Macquarie Park, though as you’ll spend part of your week working outside of core business hours, you’ll be supported to work from home, too. Who are you, and what experience will you bring? We pride ourselves on customer first mentality, aiming to deliver the best customer experience with clients coming through our doors. We’re looking for someone with passion to deliver exceptional customer service and to manage incoming workload. We’re growing as a business, and we expect your role to evolve as our business expands. As such, to succeed in this role you’ll be proactive, adaptable, flexible, and approach your tasks with a sense of urgency. You’ll have excellent attention to detail, and be able to communicate with stakeholders from all backgrounds, at all levels. And here’s why we think you’ll love working at Till: - We’re on a path of high growth. Till has grown rapidly in size from 2010 to 2021 and continues this trend into 2022, as we continue to bring on the best and brightest minds in the business. - We’re proud of our collaborative, inclusive, and vibrant culture and we have a ‘One Team, One Family’ mindset. We take care of ourselves, our teams, our customers, and our community. - Attractive remuneration packages that can include a competitive salary with incentives such as cash bonuses and share options to reward your efforts. - A range of benefits and perks that include 20 weeks’ paid parental leave for those growing their families, paid volunteering leave to give back to our communities, flexible work arrangements, great social and culture events, and a kitchen full of goodies to make sure you never get hangry. Here at Till, we’re an equal opportunity employer and value diversity