Customer Support Liaison Officer | Wellington

Customer Support Liaison Officer - Wellington
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Lower Hutt, Wellington
Customer Service - Call Centre (Call Centre Customer Service)
Full time
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Posted 3h ago

Your NEXT Opportunity

This is an exciting opportunity for a motivated Customer Support person to join our Next Payments team based in Lower Hutt Wellington. We are looking for an enthusiastic person, someone who displays initiative and a strong desire to contribute and learn.

Reporting to the NZ Operations Manager, this role involves delivering high-quality service, support, and assistance to customers. Complete triage procedures to address minor technical issues promptly. The goal is to resolve customer incidents or queries as quickly and efficiently as possible, leveraging all available resources and coordinating with technical teams or escalation when necessary.

Due to business expansion and internal promotions, we are currently looking for enthusiastic and self-motivated ‘can-do’ attitude individuals to join our team.

The Customer Support Officer role is offered to aid in the rapid growth of our company, working with the rest of our Support and Operations teams in our facilities in Lower Hutt, Wellington.

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 Redemption Terminal customers, and cardholders.
Follow-up all outstanding cases.
Liaising and coordinating with external third-party service providers to resolve issues.
Provide technical assistance and support to resolve ATM/Cash Recycler/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.
Follow-up all outstanding cases.
Keep customers updated on the progress of their pending incidents/queries while delivering. proactive and efficient service.
Dispatch technician jobs, gain ETAs, and keep customer updated.
Escalate ongoing unresolved incidents.
Maintain an up-to-date knowledge of procedures.
Develop good relations with customers to instil confidence.
Participate in team knowledge sharing sessions.

About You

Previous customer service experience.
Strong communication skills.
Friendly team player.
Logical thinker (we can teach you the technical stuff).
Intermediate computer skills.
Technical aptitude.
Previous experience with call management systems and monitoring systems.

The Perks!

Friendly and fun work environment - we are extremely proud of the culture we have created!
Provided tea, coffee, fruit and occasional external team meeting.
True appreciation and recognition of hard work.
Ongoing training and development opportunities.
Weekend off

About Us

Established in 2013, Next Payments is one of Australia’s most profitable, multi award winning and fastest growing payments companies. Headquartered in Melbourne with branches in Sydney, Brisbane, and Wellington, we are +7% Australian and 3% New Zealand owned with Macquarie Group being a significant investor in our business.

At Next Payments, our success is due to our proven and reliable products which ensure the seamless operation of our customers’ businesses. We provide end to end solutions in the payments space, with our core capabilities 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.

Next Payments is environmentally conscious and after 3 years of hard work, we are now proudly Carbon Neutral!

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 New Zealand to apply for this position.

Next Payments is not accepting inquiries from recruitment agencies for this position.

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