Job Description About the opportunity You’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. Your role is based out of our Melbourne office, the customers you’ll serve are based in Australia and New Zealand, so you’ll need cultural awareness of language and interactions which may differ in each region. 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 by: Answer phone calls/emails/chats in a polite and prompt manner to provide a high level of 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 with us Resolve first line customer queries relating to their accounts associated to payment contracts and contractual relationships Report any complex issues raised by consumers and/or customers, and escalate where necessary Engage with customers 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 correspondence Identification, progress chasing and resolution of queries utilising 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 For this position, we offer a hybrid and flexible working model, where you will spend 2-3 days per week in the office and the rest working from home.
