Customer Service Representative

About the client: 

Established in 2019 with a team of 22 based in Melbourne, Australia \- The Card Network (TCN) has reshaped the gift card market in Australia by constantly innovating with card design and card content, inspiring the way people gift.

In 2022, TCN was acquired by Incomm Payments, a global fintech leader with a 30\-year legacy of payment technology innovation.

At TCN, we live by the motto "be generous," and we are passionate about spreading happiness and gratitude through our solutions on a daily basis.

About This Opportunity

As a Customer Service Representative, you will work in a lively and fast\-paced environment. In this position you will be the main point of contact for customers and will provide friendly, enthusiastic, and focused customer service to cardholders and other key partners within the business. You will assist to investigate queries, provide solutions, and effectively communicate with customers to establish a positive and memorable rapport with each of them.

Rotating Roster Schedule is Monday to Saturday on a rotating roster from 08:30am\-6pm AEST/AEDT

Responsibilities

• Manage all incoming customer enquiries via phone, email or chat, including but not limited to:
  


• providing card balance checks, providing support to add digital cards to mobile wallet.
  


• providing information on how and where to use both physical and digital cards.
  


• assisting with replacement cards if any issues arise with card use.
  


• Provide customer service in a timely and friendly manner ensuring that information is communicated clearly.
  


• Update and maintain accurate information in the customer service database.
  


• Keep up to date with company processes and product knowledge.
  


• Liaise with inbound sales team on new business opportunities.
  


• Report back to the management team on any Customer Service enquiry trends.
  

Requirements

• Strong fluency in English language written and spoken.
  


• Strong verbal and written communication skills are critical.
  


• Previous experience in customer service or call center.
  


• High level of productivity and ability to juggle multiple tasks and deliver them in an efficient and effective manner.
  


• Ability to handle high volume of calls and maintain low call handle times.
  


• Proactive and self\-motivated with a can do attitude.
  

• Has an excellent work ethic \- punctuality, hardworking and professional.
  

• Basic knowledge of MS Office (Including Outlook and Teams), Internet, Windows and typing skills are required.
  


• Experience with Zendesk ticketing system highly regarded.
  


• Successful completion of a criminal background and consumer credit check is required.
  


• The role is office\-based, with the option for 1 day WFH per week once the candidate is competent