NAB
Merchant Servicing Representative
Whether your goals are big or small, we’re here to help. More than money.
Customer service and support
Full-time
Office | Melbourne, VIC, Australia
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
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Why NAB
We exist to serve our customers and help our communities prosper. We’re focused on what matters most and here to support you with your banking needs in any way we can. We’re open for business.
About the role
Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else. Our mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.
Summary
In the Merchant Service Representative role, you will be joining a team that is nothing short of customer obsessed. Each day you will go above and beyond to assist a variety of business customers (merchants) to resolve and troubleshoot technical issues with their NAB EFTPOS terminals. This role has a start date of 26th May.
* Identify and resolve any merchant issues with a high level of service and tailored solutions. * Provide an exceptional customer service experience in a high-volume call environment. * Collaborate with colleagues and other departments where necessary, to ensure fast and satisfactory results for our valued customers
Join the Merchant Servicing Team that’s doubling down on moving with speed by:
* Seek opportunities to provide feedback to drive efficiencies to current processes * Input important data into our systems, generating relevant reports and maintaining records daily. * Actively participate in professional development, 1:1 performance management and coaching sessions with the Team Lead
We’re looking for the best and brightest to deliver the best for our customers. You’ll need:
* A passion for providing outstanding customer service and exceptional problem-solving skills. * Able to demonstrate a high level of resilience and patience while assisting and resolving issues in a high-pressure situation * Good administrative and technical ability. * Able to work the following hours. Standard business hours for the first 3 months in Docklands, then a rotating roster (Monday to Friday) 7am – 7pm for 3 – 6 months, after 6 months and ongoing, a rotating roster 8am – 10pm Monday to Friday) * To attend an assessment centre (if successful throughout screening) which will be held on Tuesday 6th May at Docklands, either 9am – 12pm or 1.30pm – 4.30pm
What you'll be responsible for
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Query Handling
Address and resolve queries, questions, and problems to ensure positive customer outcomes and experiences
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Query Handling (online / live chat)
Address and resolve queries, questions, and problems via online platforms to ensure positive customer outcomes and experiences
Skills you'll need
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Written communication
Writes in a clear and structured format to convey information and ideas effectively to a target audience
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Service orientation
Actively seeks and develops strategies to help key stakeholders
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Verbal communication
Speaks clearly to convey information effectively to a target audience
Meet the team
