Customer Service Agent - Melbourne, Australia - MyDeal
Description
About the role
You will be part of the Customer service team as a Payments Agent and will assist with fraud and Chargeback assessments, verification processes, and payment gateway disputes.
Your core responsibilities will include
- Triage, investigate and respond to customer disputes and payment complaints.
- Preempt possible issues and proactively coordinate with all stakeholders.
- Perform antifraud procedures using data provided via our internal systems.
- Identify intelligence risks in relation to the marketplace.
- Collect emerging trends and themes of disputes and proactively liaise with other departments for process and product improvement.
- Reconcile refund adjustments.
- Assist other team members with adhoc projects.
- Liaise with external stakeholders for dispute resolution:
- Forter
- PayPal
- Openpay
- Zippay
- Afterpay
- NAB
- Very strong personal and customer service abilities. Empathetic, patient and understanding.
- Strong verbal and written communication skills. Friendly and engaging style with impeccable spelling, grammar and attention to detail.
- Ability to problem solve and multitask.
- Strong analytical skills.
- You will need to show resilience, critical thinking and time management skills.
- Ability to analyse multiple sources of information to identify risks.
- You have a customer first attitude and constantly strive to improve customers' experience
- Able to manage a heavy workload.
Requirements:
- Strong phone based skills and experience within contact centres.
- Fraud Management exposure. Sound knowledge of chargebacks, unauthorised and unknown transactions.
- Demonstrated knowledge of online shopping and marketplaces.
- A demonstrable track record of working in fast paced industries.
- Intermediate or above proficiency in Google sheets and Excel (eg: VLOOKUP, Formulas, Filtering, Shortcuts).
- Zendesk (or similar help desk software) experience required.
Benefits
- Work in a dynamic and inclusive startup culture with passionate people that collectively possess over 100 years of eCommerce experience.
- Play an important role in an ASX listed company that is experiencing unprecedented growth.
- Industry competitive remuneration in a fulltime permanent position.
- A modern Collins Street CBD office easily accessible by tram, bus and train
Here's how to apply:
**Send us your CV and cover letter. Your cover letter should highlight any relevant experience and how you believe you can help MyDeal to become the #1 Home and Garden Marketplace in Australia.
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