Customer Service Consultant

at  Australia Post

SecurePay is an online payments expert and a business of Australia Post. We provide e-commerce payment solutions for businesses and organisations of all sizes. You will be a SecurePay product champion (SME), communicating with customers in a professional, timely and effective manner in accordance with agreed processes and service levels. You will be an effective problem solver and able to prioritise customer requests within defined guidelines.

• Permanent Full Time & Fixed Term opportunities available.
• Salary is $64,204 inclusive of Super.
• You will be working a 7 ½ hour shift during our support operating hours from 8am – 8pm.
• Once fully trained and across our services and products you will be rostered to occasionally cover a rotating 12pm-8pm late shift.
• The role is hybrid based with 2 days WFH each week. Our office is based at Australia Post at 111 Bourke Street.
• You will identify and resolve incidents within agreed SLAs, ensuring 1st line resolution is achieved wherever possible.
• You will log, prioritise, assign, track and respond to incidents and requests in a timely manner meeting agreed SLAs.
• You will keep users and other interested parties informed of progress throughout the lifecycle.
• You will maintain support documentation of tools that are used by the service desk