Customer Service Advisor

Customer Service Advisor

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.

We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees.

We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments. We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.

Job Description

Join our Global Operations vertical as Customer Service Advisor in Melbourne to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.

Our support team is core to our success as a global business, and we want to be role models for our customers. You will be the first point of contact for our customers and the voice of our trusted brand.

Reporting into Contact Support Team Leader, you’ll be the first point of contact for our fitness and wellbeing consumers – that’s individual members of gyms, leisure centres and fitness studios (our customers) around the world. This helps our customers to focus on what they do best – engaging with members and growing their business. Our people act as an extension of our customers’ teams, with industry leading technology, payment capabilities and value-added services.

Some of the other responsibilities include:

• Answer phone calls/emails/chats in a polite and prompt manner to provide a high level of customer service with a high first-time resolution rate
• Manage telephone and email communication from clients and their customers in relation to their service contracts with us
• Resolve first line customer queries relating to their accounts associated to payment contracts and contractual relationships
• Report any complex issues raised by consumers and/or customers, and escalate where necessary
• Engage with customers regarding overdue balances and the collection of those in line with relevant Collections policies, maintaining individual areas within the system’s ledger by telephone and written correspondence
• Identification, progress chasing and resolution of queries utilising the query management system
• Record all activity associated with any communication in the related Administration system
• Accurately update internal and external systems and tools as required
• Follow defined scripts or directions around support or payment negotiation as defined from time to time

For this position, we offer a hybrid and flexible working model, where you will spend 2-3 days per week in the office and the rest working from home.

Qualifications

We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our four core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.

Required qualifications for this role:

• You will love this role if you are motivated by helping others. We are looking for someone who loves solving problems and creating lasting customer relationships. This is a great opportunity if you want to join a customer-centric team and play a central role in our success.
• Excellent communication skills - The ability to liaise with Stakeholders on a day-to-day basis via telephone (excellent telephone manner), email and face-to-face in a clear, caring, concise and professional manner.
• Possess active listening skills, patience and empathy Proficient ability to build positive working relationships with consumers and colleagues.
• Problem solving skills, with the ability to identify exact details of a problem through a rational process and take steps to ensure a successful resolution.
• Attention to detail, able to document details of issues clearly in a concise understandable manner.
• Ability to work in a team where you can meet service level agreements (SLAs).
• Motivated by a fast-paced environment.
• You’re a true team player with a willingness to go the extra mile when needed.

At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.

Additional Information

Our four core values - Make life simple, Build for people, Move with purpose and Create lasting communities - are key to who we are and guide us from how we hire to how we recognise our team members.

Some of the perks of working with us:

• Unparalleled opportunities to learn and accelerated career development
• A collaborative, team environment with people who truly love what they do
• 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
• Unlimited access to LinkedIn learning, 10% of your time devoted to growing you and your career, and further support to help you grow
• Access to mental health support
• Fully flexible work arrangements

To start your application with us, please submit your CV and a cover letter and we’ll be in touch as soon as we can. Please include the word “moonshot” at the top of your cover letter so that we know you really took the time to read our job ad. Your contact is Eric Fallon - TA Partner.

We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via talent@xplortechnologies.com.

We are the first global platform combining SaaS with embedded payments and tools to help businesses grow and succeed. We offer software solutions in fast-growing “everyday life” verticals: Education, Fitness & Wellbeing, Field Services and Personal Services – and a global, cloud-based payment processing platform. With operations in North America, Australasia, Asia, Europe, and the UK, we serve over 106,000 customers that processed over $38 billion in payments across 20 markets in 2024.

To be considered for employment, you must be legally authorised to work in the location (country) you’re applying for. Xplor does not sponsor visas, either at the time of hire or at any later time.

We kindly ask you to apply through our careers portal or external job boards only. Please don’t send your application via email.