Contact Centre Agent

{"description": "Contact Centre Agent

About Worldline
Worldline is a global payments company, employing 20 000 employees Worldwide, with innovative technology that addresses the challenges of the payment world. We design and operate leading digital payment and transactional solutions that enable sustainable economic growth and reinforce trust and security in our societies.

ANZ provides banking and financial products and services to around 10 million individual and business customers. Employing around 50,000 people worldwide and operating in 33 markets internationally, we are one of the four largest banks in Australia and one of the 25 largest banks in the world by market capitalization. At ANZ, everything we do boils down to 'why' - our purpose - to shape a world where people and communities thrive. We're as focused on seeing our people thrive as well as our customers.

ANZ and Worldline have formed a long term Alliance through a joint venture. This new company will bring added value to merchants while combining ANZ large banking network and established positions with Worldline State-of-the-art payment technology stack and business expertise. The joint venture will be focused on creating an environment where people's talent and dedication to excellence can thrive, and with access to Worldline's large range of ambitious and career enhancing development programs. These include formal training, career development programs, learning days, tech forums, mentoring and an Expert Network community

The opportunity:

Reporting to the Contact Centre Team Lead, you will be responsible for telephone enquiries, email requests and account maintenance

Your responsibilities include:

• Provide support for customer service (email and/or telephone) including financial queries, answering product questions and providing answers to basic technical questions
• Independently process requests from our customers, partners and third parties, according to skill matrix for respective teams, SLAs and quality requirements
• Update systems to reflect contract changes, including activating new services and changes to the customer status
• Maintain new and existing customers in our system
• Actively support the operational implementation of new products and services
• Execute recurring tasks, including reporting in task tool statistics daily
• Actively participate and cooperate in projects
• Know and cooperate with entire stakeholder networks and external business partners
• Actively assist in all areas of the team, including participation in problem solving activities and implementation of agreed solutions
• Resolve and follow up on customer issues escalating to technical support teams as appropriate
• Participate in the development of service improvement plans
• Participate in the implementation and deployment of new processes, systems and standards
• Achieve SLA/quality targets for the voice and non-voice processes

Skills we need:

• Experience in a customer service setting or call centre
• Knowledge of the business and processes
• Experience with client/bank office support
• Experience with key account management experience

Benefits

At ANZ Worldline Payment Solutions, we work in a flexible environment that empowers you to learn, grow and accelerate your career. You'll have access a great mix of benefits, including:

• A range of health and wellbeing discounts for gym, nutrition, sporting gear providers.
• Learning and development opportunities to build your skills.
• Additional leave options to support families, work in the community or take a career break. You'll also earn loyalty leave for your tenure.
• Regular opportunities to connect socially as a team.
• Volunteering leave to support Corporate Social Responsibility activities.
• Plus other perks and benefits (e.g. novated leasing options).

We have modern offices and services to support our people including a parent's room, prayer room, and end of trip facilities. We also provide employee assistance services including counselling, to support managers, employees and their families.

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for problem solvers, people with passion, a can-do attitude and a hunger to learn and grow. Here you'll work with colleagues from around the world and take on unique challenges as a team, to support businesses right across Australia. With an empowering culture, strong technology and training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators to shape the payments evolution.

Learn more here about working at ANZ Worldline Payment Solutions.

• #LI-MP1

Information at a Glance", "salary_raw": "Row(double=None, string=None)"}