Customer Support Representative

The Game Changers:

At AP+ we're changing the game! We're doing big things, and we can't do it alone. We're part of a big ecosystem, and we know teamwork and passion for our purpose is what will make us successful. We value the unique talents, perspectives, of all our employees. This includes people of all gender identities and sexual orientations, First Nations Peoples, people of all abilities and diverse backgrounds, as well as their families.

AP+ brings together Australia’s three domestic payment providers, BPAY Group, eftpos and NPP Australia, into one integrated entity. Bringing these businesses together enables AP+ to create a more competitive and coordinated Australian payments organisation that is strategically placed to respond to the impacts of regulatory and technological change today, and into the future.

The Purpose:

The Customer Support Representative (CSR) works within the Customer Support team to act as a conduit between our customers, partners and the business. The CSR is responsible for providing exceptional customer service by solving and responding to queries via email or in the app. Using these insights into customer pain points and feedback they then represent the voice of the customer to the wider business.

The CSR is also responsible for identifying opportunities for improvement within the team, working within risk frameworks and having the ability to speak up or seek help when needed.

There are two CSR roles.

The work days : 

Role 1 -   Wednesday to Sunday

Role 2 -   Saturday to Wednesday

Timings: 11 AM to 7 PM

Responsibilities of the role will cover the following key areas:

• Providing exceptional service by answering customer and partner enquiries, registering feedback and managing complaints
• Responding to customer enquiries promptly with a high degree of accuracy
• Working with internal stakeholders to investigate issues, and to develop solutions for customer queries
• Identifying risks and issues, working to solve them efficiently, and escalating where appropriate
• Identifying opportunities for improvement for our customers and for the customer support function
• Assisting in maintaining FAQs and support documents
• Contributing to team discussions and being the voice of the customer for the wider business
• Working with the wider business where needed to shape the future of the app

The skills & knowledge you need to have:

• Having a customer focused mindset, with the ability to understand their needs and concerns
• Being naturally inquisitive, with ability to ask the right questions to support customers, partners and the business
• Being a contributor, having a voice at the table, and working collaboratively with others
• Strong written and verbal communication skills
• Ability to work with agility and make judgement calls in a fast-paced and constantly evolving environment
• Passionate about technology and start-up business environments with limited structure
• Familiar with various banking products and finance apps across the industry
• Proactively seek opportunities for continuous improvement
• Ability to interpret data and strong attention to detail

What’s next:

We know applying for a role can be a nerve-wracking experience, so we endeavor to review applications and plan to schedule screening interviews within the next two weeks. If you are among selected candidates, we’ll be in touch to schedule a phone interview. In any case, we will keep you posted on the status of your application.

We want to remove all barriers to inclusion so if you need advice or support with your application, we’re here to help. Please reach out to  [email protected] . We also encourage you to let us know your pronouns at any point during the recruitment process.