Compensation: AUD ***** - AUD ***** - yearly
Company Description
Xplor Technologies powers the experiences at the heart of everyday life.
Through modern vertical software, embedded payments, and AI-powered capabilities, we help businesses in fitness, recreation, golf and club, field services, laundry, education, and othermembership-based andservice-basedindustriessimplify operations, uncover insights, and elevate customer and member experiences.
Job Description
About the opportunity
You'll join ourGlobal Operations Contact Centreas 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 chance if you want to join a customer-centric team and play a central role in our success.
Reporting into aContact 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 elevate 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.
Qualifications
What would make me a good candidate?
We are looking for curious and empathetic people.
We also love to hear from people who are motivated by meaningful work, resonate with our four core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment.
We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.
Required qualifications for this role:
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.
Excellent 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 manner
Possess active listening skills, patience and empathy Proficient ability to build positive working relationships with consumers and colleagues
Problem solving skills, with the ability to identify exact details of a problem through a rational process and take steps to ensure a successful resolution
Attention to detail, able to document details of issues clearly in a concise understandable manner
Ability to work in a team where you can meet service level agreements (SLAs)
Motivated by a fast-paced environment




You're a true team player with a willingness to go the extra mile when needed
At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences.
So even if you think you do not tick all the boxes, we still encourage you to apply.
Additional Information
Values and Life at Xplor
Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:
Find a better way
Do the right thing
Say it straight
Win together
Own the outcome
If 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 speed.
Some of our perks and benefits are:
Paid Parental Leave benefit programs
#GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
Ongoing dedication to Diversity & Inclusion initiatives such as D&I; Council, Global Mentorship Program
Access to free mental health support
Versatile working arrangements
We understand that diverse candidates have diverse needs.
We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via [emailprotected] .
More about us
More than 130,000 businesses in 72+ countries rely onXplorto run their day and get paid, processing over $47 billion in payments annually.Ourconnected ecosystemhelps operators spend less time managing complexity and more time delivering the experiences that matter most.
Xplorisbacked by world-class investorsAdvent International, Battery Ventures,and Silver Lake.
Good to know
To 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.
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 make it a priority to respond to every applicant.
#J-*****-Ljbffr

📌 Customer Service Advisor (Melbourne)
🏢 Xplor
📍 Melbourne