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Customer Service Escalations Advocate
4 months ago | 1033 views | Be the first one to apply

Customer Service Escalations Advocate


About the company

Founded seven years ago in Sydney, Australia, Afterpay has millions of active customers globally and is offered at the world’s best retailers around the world including Anthropologie, Revolve, DSW, GOAT, Finish Line, Levi’s, Mac Cosmetics, Ray-Ban and many others. Afterpay is on a mission to power an economy in which everyone wins. Afterpay is completely free for customers who pay on time – helping people spend responsibly without incurring interest, fees or extended debt. Afterpay empowers customers to access the things they want and need, while still allowing them to maintain financial wellness and control, by splitting payments in four, for both online and in-store purchases. Afterpay is deeply committed to delivering positive outcomes for customers. We are focused on supporting our community of shoppers. We trust in the next generation and share a vision of a more accessible and sustainable world in which people are rewarded for doing the right thing.

Job Summary

This role is responsible for:

📍Provide support to the Customer Service team for escalated complaints, where first level resolution team members have not been able to resolve. 📍Investigate, manage, and resolve escalated customer complaints where first level resolution team members have not been able to resolve in accordance with Afterpay / Clearpay complaint management policy frameworks, including our obligations to regulatory frameworks 📍Manage multiple dispute cases simultaneously in a efficient and effective manner in accordance with standard operating procedures 📍Focus on providing a supportive customer experience and ensuring timely and fair outcomes are achieved in line with internal and regulatory requirements. Be willing to support prioritisation of our most pressing issues and find a solution with stakeholders 📍You will build expertise in our products, technology and procedures to deliver the best possible support to our team members and customers 📍Provide support to our frontline team members to help improve first point resolution (and reduce Escalations if possible) 📍Stay alert to trends in complaints, customer and frontline team feedback in daily routine; alert Leaders and make recommendations to improve processes as required 📍Develop productive working relationships with a range of stakeholders across the Operations team (and often with Product or Technology stakeholders) to support the resolution of customer complaints 📍Balance quality, productivity and service standards in your day to ensure KPIs are delivered 📍Other tasks and ad hoc projects within the scope of the role may be required from time to time, including supporting the launch of new products or licensed servicing requirements.


📍To be successful in this role you will have: 📍Minimum 2 years experience in Customer Service delivery roles with specific Escalations / Complaints experience 📍You champion the customer experience and can quickly form relationships and establish trust, respect, competence and confidence with our customers 📍Experience in service delivery in an Omnichannel environment and strong digital experience (Email, messaging and social media channels) 📍Self- driven team player, and a logical thinker that likes to work in a fast-paced and challenging and change driven environment 📍Strong time management skills 📍Excellent written and verbal communication skills 📍Strong attention to detail and the tenacity to seek a solution to a problem

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