Customer Support Liaison Officer

This is an exciting opportunity for a motivated Customer Support person to join our Next Payments team based in Cheltenham. We are looking for an enthusiastic person, someone who displays initiative and a strong desire to contribute and learn. With new product launches, significant customer acquisitions and strong business growth (increasing from 110 employees in 2021 to 192 employees currently), and recently major tenders, it’s certainly an exciting time to join Next Payments The Role This role would suit someone that is looking to kick start their career in a fun and supportive team environment, with excellent growth prospects. You will apply your previous customer service experience to perform the following principal duties: Cooperate and liaise with technical team and share information across the organisation. Perform quality service at first point of contact. Handling all inbound and outbound calls from ATM/Cash Recycler/Cash Express/Cash Redemption Terminal customers, and cardholders. Liaising and coordinating with external third-party service providers to resolve issues. Provide technical assistance and support to resolve ATM/Cash Recycler/Cash Express/Cash Redemption Terminal faults and issues until resolution. Raise cases for all activities capturing accurate description of incidents. Accurately record client’s technical information and faults. Proactive follow up and closure of all cases. Keep customers up to date with the progress of outstanding incidents/queries and provide proactive and efficient service. Dispatch technician jobs and gain ETAs. Escalate unresolved incidents. Maintain an up-to-date knowledge of procedures. Develop good relations with customers to instill confidence. Participate in team knowledge sharing sessions. About You Friendly team player Logical thinker (we can teach you the technical stuff) Technical aptitude Previous experience with call management systems and monitoring systems A GOOD SENSE OF HUMOUR The Perks Friendly, fun, and supportive work environment - we are extremely proud of the culture we have created Strong commitment to staff enjoyment with our Social Club Committee scheduling fun afternoon activities to give staff the opportunity to step away from the office and socialise with colleagues. Free and accessible parking all day (Don’t pay $20+ a day with city parking) Close to public transport. We are 10 minutes away from Cheltenham train station and have the 767, 811 & 812 bus stop right outside our front door True appreciation and recognition of hard work Established internal career progression pathways Company training and development policy with opportunities for supported participation in external certifications and courses Regular fresh fruit delivery to the office and quarterly gourmet BBQs provided About Us Established in 2013, Next Payments is one of Australia’s strongest, multi-award winning and fastest growing payments companies. Headquartered in Melbourne with branches in Sydney, Brisbane, and Wellington, we are 97% Australian and 3% New Zealand owned with Macquarie Group being our largest shareholder. At Next Payments, our success is due to our proven and reliable products and services, ensuring the seamless operation of our customers’ businesses. We provide end to end solutions in the payments space, including ATM installation and services, issuing, and managing digital wallets, QR code payments, debit and prepaid card issuing, and bespoke customer experience integration. We are an equal opportunity employer and value diversity at our company. We actively recognise our committed people and provide exciting learning and career development opportunities. At Next you will matter, whatever it takes We call it Next Respect. Next Payments is environmentally conscious and after 3 years of hard work, we are proudly Carbon Neutral certified How to Apply If you would like to join Next Payments, please send us your resume and a short cover letter - We want to hear from you personally and understand why this role and our company is of interest Please note that only candidates required for interview will be contacted. You must have the right to live and work in Australia to apply for this position. Next Payments is not accepting inquiries from recruitment agencies for this position. Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad. #J-18808-Ljbffr