POS Servicing Team Lead

BPO - POS Technical Team Lead (POS System Integration EXP REQUIRED - #33638

BPO - POS Technical Team Lead (POS System Integration EXP REQUIRED - #33638

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Our client is an Australian company based in Sydney and was founded in 2020. It has created a high-quality, modern platform for handling payments. They help businesses by providing a complete payment solution that is secure and meets the standards of banks. Their expertise in handling payments and using advanced technology allows their partners to succeed in the ever-changing global business landscape. The company is a specialist white-label bank-focused payment technology provider, emerging out of leading payment technology provider Assembly Payments. As the first Australian fintech to develop a bank-grade, modern, Payment as a Service platform, its deep knowledge of merchant acquiring and scalable payments technology helps banks thrive in a disruptive world. Duties & Responsibilities:

• Demonstrate a strong commitment to being "Customer Obsessed", with a strong focus on quality of communication and feedback provided on calls
• Manage the escalation process where required to better service merchants
• Support the management and maintenance of rosters ensuring L1 team can meet workloads and customer service standards
• Participate and help lead daily performance huddles and weekly team meetings to drive results, communicate objectives and manage operational performance to meet performance and SLAs
• Support the development, training, and continuous improvement of the Level 1 team
• Prepare daily performance reports for tenants Leadership team
• Manage customer queries that fall outside business-as-usual processes
• Proactively collect client feedback in relation to Level 1 team's performance
• Contribute towards merchant servicing documentation, both creation and maintenance
• Managing support ticket system (Zendesk and Jira)

Requirements

• Must have experience / knowledge in banking, payments or Point of Sale (POS) systems
• Must have at least 2 years of experience in managing teams and handling escalations
• Previous experience in technical customer support or IT helpdesk is required
• MUST HAVE ZENDESK EXPERIENCE
• A can do attitude, and a willingness to learn
• A genuine interest in payments and technology and want to further your skills in the industry.
• Willingness to build relationships and communicate with internal + external stakeholders.
• Adaptability, multitasking and working in a fast paced environment. You will need to have good time management skills.
• Ability to think on your feet and problem solve.
• Proven ability to lead teams in dynamic 7 day rotating roster working environment

Location: Permanent Remote Working Schedule: Flexible Dayshift Employment: Full-time Employment

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

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