Job Description
Join a fast-growing payments business and play a key role supporting clients with their day-to-day service needs. This is a customer-focused role suited to someone who enjoys problem-solving, clear communication and taking ownership of enquiries through to resolution.
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Location: Sydney CBD (in office)
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Type: Permanent, full-time (40 hours/week)
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The role
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You will act as a key point of contact for Australian clients, helping them with account enquiries, payment products and general service requests.
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Working closely with the wider customer operations team, you'll manage enquiries through phone, email and internal systems, troubleshoot administrative and technical issues, and ensure clients receive prompt and professional support.
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Key responsibilities
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Respond to client enquiries and manage requests received through phone, email and internal systems
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Handle escalated queries and resolve administrative or technical issues
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Provide clear information and guidance across the company's payment products and services
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Process account changes, including bank details, addresses and changes of ownership
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Coordinate requests for additional payment terminals and product features
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Support clients with new product applications and ensure they understand how to use their services
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Follow up with clients who have not started transacting and help resolve any issues preventing activation
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Manage cancellation requests,



understand the reasons behind them and identify opportunities to retain clients
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Maintain accurate records of client interactions, transactions, requests and complaints
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Work with internal teams to coordinate solutions and ensure timely follow-up
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Meet agreed service standards and contribute to an excellent overall client experience
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Follow relevant risk, compliance and operational processes
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About you
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Previous experience in customer service, contact centre, banking, payments or a similar support environment
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Confident communicating with clients over the phone and via email
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A calm, positive and solutions-focused approach
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Comfortable managing complaints and more complex service enquiries
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Strong attention to detail when processing account information and client requests
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Able to manage multiple priorities and follow through on commitments
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A genuine interest in delivering a high standard of client service
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Reliable and happy working from an on-site Sydney CBD office in a fantastic work setting
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What's on offer
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Permanent opportunity with stability and clear structure
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Spacious and modern Sydney CBD offices
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Supportive and collaborative team environment
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Comprehensive training across payment products and services
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Exposure to different areas of client operations and account support
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Opportunity to build valuable experience within the growing payments sector
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📌 Customer Service Representative (New South Wales)
🏢 Keegan Adams Recruitment
📍 New South Wales