Job Description
Company DescriptionAt 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 DescriptionYou’ll join our Global Operations Contact Centre as 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. 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.While your role is UK based, the consumers you’ll serve are based in Australia and New Zealand, so you’ll need cultural awareness of language and interactions which may differ from the UK. Training will be provided; we simply ask that you are willing to learn and able to flex your style and tone for this region.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.Reporting into a Contact Support Team Leader, you’ll serve consumers:Consumer ServicesAnswer phone calls/emails/chats in a polite and prompt manner to provide a high level of customer service with a high first-time resolution rateManage telephone and email communication from clients and their customers in relation to their service contracts with usResolve first line customer queries relating to their accounts associated to payment contracts and contractual relationshipsReport any complex issues raised by consumers and/or customers, and escalate where necessaryEngage with consumers 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 correspondenceIdentification, progress chasing and resolution of queries utilising the query management system AdministrationRecord all activity associated with any communication in the related Administration systemAccurately update internal and external systems and tools as requiredFollow defined scripts or directions around support or payment negotiation as defined from time to timeQualificationsExcellent 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 mannerPossess active listening skills, patience and empathy Proficient ability to build positive working relationships with consumers and colleaguesProblem solving skills, with the ability to identify exact details of a problem through a rational process and take steps to ensure a successful resolutionAttention to detail, able to document details of issues clearly in a concise understandable mannerAbility to work in a team where you can meet service level agreements (SLAs)Motivated by a fast-paced environmentYou’re a true team player with a willingness to go the extra mile when neededAdditional InformationValues and Life at XplorOur four core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:Make life simpleBuild for peopleMove with purposeCreate lasting communitiesIf these values sound like you, and describe people you want to work with, you will thrive at Xplor. As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speedSome of the perks of working with us:Unparalleled opportunities to learn and accelerated career developmentA collaborative, team environment with people who truly love what they do12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carerUnlimited access to Linked in learning, 10% of your time devoted to growing you and your career, and further support to help you growAccess to mental health supportFully flexible work arrangementsHow to apply?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. More about us We're 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 payments processing platform. Xplor Technologies serves over 106,000 customers that processed over $37 billion in payments, operating across 20 markets in 2023.Good to knowTo 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. Please note that we do not exclusively rely on artificial intelligence (AI) when making hiring, promotion or any other employment decisions. We don’t have any AI tools in place that are capable of making these kinds of hiring decisions for us.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.We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.