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Customer Service Consultant - SecurePay

Apply now Job no: 519694
Brand: SecurePay
Categories: Corporate Services
Work type: Permanent Full Time
State: VIC
Location: Melbourne

The Customer Service Consultant is required to be a SecurePay product champion (SME), focusing on customer centricity in all situations. Day to day service desk support including, but not limited to, providing operational first line support to customers. Communicate with customers in a professional, timely and effective manner in accordance with agreed processes and service levels. Be an effective problem solver and able to prioritise customer requests within defined guidelines.

What you'll be doing:

  • Identifies and resolves incidents within agreed SLAs, ensuring 1st line resolution is achieved wherever possible referring to second and third line support where required but maintaining ownership of the issue until resolved. 
  • Properly logs, prioritises, assigns, tracks and responds to incidents and requests in a timely manner meeting agreed SLAs and according to agreed standards and procedures ensuring normal service operations are restored as quickly as possible.
  • Keeps users and other interested parties informed of progress throughout the lifecycle of Incidents and ensures that corrective action is taken to avoid or minimise delays.  
  • Maintains support documentation of tools that are used by the service desk.  

What we're looking for: 

  • Minimum 3 years experience in the information technology industry. 
  • Foundation knowledge of Information Technology Service Management related trends and themes (e.g. ITIL/ISO20000). 
  • ITIL Foundation Certification preferred. 
  • Ability to present complex technical and operational information in simple, business language.  
  • Awareness of Payment Gateway and eCommerce platforms preferred.  

About Australia Post Group 

Australia Post is Australia’s trusted brand and is transforming to become a global leader in eCommerce. To keep us there we continue to invest in the latest technologies and best practices. This role is your chance to make your mark, with some of the best talent around, playing a critical role in driving the ongoing success of Australia Post.

We really value a diverse and inclusive culture, and encourage applications from people of all ages, genders, indigenous Australians and those with a disability.

To register your interest with our careers team, click 'Apply Now' and please remember to upload your details and your most recent resume.

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Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Daylight Time

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