Job Description
Join our Global Operations Contact Centre as the first point of contact for our fitness and wellbeing consumers – individual members of gyms, leisure centres and fitness studios around the world. You will be based in our Melbourne office serving customers in Australia and New Zealand. Training will be provided.
About the opportunity
You will be the first point of contact for customers and the voice of our trusted brand. The role involves answering phone calls, emails, chats in a polite and prompt manner to provide high-level customer service, managing telephone and email communication, resolving first-line customer queries related to accounts and payment contracts, escalating complex issues, engaging with customers regarding overdue balances, identifying and resolving queries, recording activity, updating systems, and following scripts or directions around support or payment negotiation as required.
Hybrid Working Model
Hybrid and flexible: 2–3 days per week in office, remainder remote.
Responsibilities
* Answer phone calls, emails and chats promptly and politely to provide high level 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.
* Resolve first-line customer queries concerning accounts associated with payment contracts and contractual relationships.
* Report any complex issues raised by consumers and/or customers, and escalated where necessary.
* Engage customers regarding overdue balances and collect those in line with relevant collections policies, maintaining individual areas within the system's ledger by telephone and written correspondence.
* Identify, progress chase and resolve queries using 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.
Qualifications
* Motivated by helping others; loves solving problems and creating lasting customer relationships.
* Excellent communication skills – telephone, email, face‐to‐face – clear, caring, concise and professional manner.
* Active listening skills, patience and empathy; proficient ability to build positive working relationships with consumers and colleagues.
* Problem-solver who identifies details of a problem through a rational process and takes steps to ensure a successful resolution.
* Attention to detail – able to document details of issues clearly and concisely.
* Ability to work in a team and meet service level agreements (SLAs).
* Motivated by a fast-paced environment.
* True team player with willingness to go the extra mile when needed.
Benefits
* Paid parental leave benefit programmes.
* GiveBackDays – three extra days off to volunteer and give back to your local community.
* Ongoing dedication to diversity and inclusion initiatives such as a D&I Council and global mentorship programme.
* Access to free mental health support.
* Flexible working arrangements.
Equal Opportunity Statement
Xplor is dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community. We believe in transparent hiring and use an applicant tracking system with AI-enabled features for screening and assessment. All hiring decisions are made by our recruitment team following human review.
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