Contact Centre Agent

The opportunity

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

Day-to-day responsibilities

• 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

Who are we looking for

• 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 

Perks & 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.