Customer Support Advisor At Worldline NZ we make it easy for New Zealanders to get on and do what's important, every day. Today our payments network is so enshrined in the kiwi way of life that whether you're buying an ice-cream at the beach or making a major purchase, chances are you're using a payments card and Worldline is behind the scenes processing your transaction.
Worldline EFTPOS is so deeply embedded in NZ that to date we have put through over 16 billion transactions, worth an estimated $700B, and worked with over 120,000 businesses, covering more than 75% of the market.
Why we need you: To keep our 24/7 network running smoothly, we offer a top-notch, toll-free help desk service to handle all manner of customer and partners enquiries such as minor technical issues, transactions, billing queries and general products support. And here's where you come in!
What you'll be doing: As one of our close-knit, dynamic team ofCustomer Support Advisors, you will be the first point of contact via phone, email for a wide range of our customers, from your local dairy to the big supermarkets and service stations.
On a weekly basis, you can expect to: ·Listen carefully to our customers queries, pro-actively problem solve and diagnose their issues and provide solutions.
·Ensure that any technical queries are appropriately escalated to a relevant Worldline NZ department / external business to help solve their query.
·Determine whether our customers would benefit from some of our other products or offerings like our 'One Stop Shop' ecommerce platform or Data Insights for all their payment information.
·Keep our CRM data up to date with all customer queries and related admin.
Please note,this is a permanent opportunity (40 hours per week),where you willwork on an 8-hour shift that could include the occasional night (until midnight) shift and the occasional weekend. We will make sure that you have some certainty around your roster so you can have a good work life balance and can continue to enjoy your personal hobbies and commitments.
Here's what we need from you: You're the kind of person who thrives on interacting with people over the phone, reading between the lines, and figuring out what the customer really needs.
A strong and understanding communicator with a can-do attitude, your customer service experience, along with your basic computer knowledge will go hand-in-hand with your ability to put people at ease while you talk them through solutions.
You are flexible, adaptable to change and eager to help the team.
To start off, we will take you through a two-week induction and trainingprogrammeto get you up to speed.
Then we'll buddy you up with one of our Customer Support Superstars for further support as you learn the ropes, along with a fortnightly roster so you can plan ahead. Initially during the training period (minimum 6 weeks) you'll work from the office every day, but once you're experienced enough our expectation and requirement is that you work from the office for at least 2 days per week, maybe more depending on what's required from your People Leader.
Worldline believes that connecting in person in an office environment is critical to sustaining positive mental wellbeing and collaboration to achieve the best outcome for customers and the employee.
What's it like to work here?! We realise what's important to you and someone else can differ, so we offer a range of benefits to appeal to everyone, you included!
·Collaboration & connection, with rad events that promote our new hybrid culture!
·A beautiful new purpose-built office in the heart of Auckland CBD – Harbour Views, Bar and Gym Onsite, Top-notch technology (need we say more?!)
·Our employee benefits package – what we call 'Pick n Mix' to spend on whatever tickles your fancy.
·Time out for an on-site subsidised massage
·AKiwi Saversuperannuation contribution
·A great reward and recognitionprogramme and much more!!
We've been awarded the Top Employer Award and Great Places to Work award again for 2022/23, along with Small Workplace of the Year at the HeadFit Awards and a finalist at the HRNZ awards for Wellbeing and Innovation, so rest assured you'll be joining an awesome team and company!
We also have a fantastic track record of promoting people from within the Customer Support Hub, with career pathways in so many different directions. This is a great chance to get your foot in the door with a fun and dynamic team.
Worldline NZ is an equal opportunity employer that is committed to diversity and inclusion in the workplace. If you have any health-related issues that we might need to accommodate, please let us know.Our recruitment decisions are based on the needs and requirements of each role, and candidates are selected based on their unique strengths and characteristics.
Please ONLY apply if you have the skills required AND have the right to work in NZ permanently and are currently located in Auckland. We're looking forward to welcoming you to the team!
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