Offer summary

Qualifications:

Previous experience in retail, hospitality, or contact centre environments., Strong communication and interpersonal skills., Passion for customer experience and providing exceptional service., Ability to mentor, train, and coach team members to improve performance..

Key responsibilities:

Answer incoming calls professionally and efficiently.

Educate customers about Tyro’s products and services.

Troubleshoot issues related to terminals and eCommerce inquiries.

Guide customers through EFTPOS activation and resolve complaints effectively.

Job description

Why Tyro?

At Tyro, we’re into business big time. Through our integrated payments, banking and lending solutions, we’re here to ensure nothing stands in the way of Australian business success. With over 21 years' experience under our belt, we know what it takes to build something great, which is why we combine the best people, technology, and partners to deliver simplified payments and seamless business banking to our customers. We’re proud to power more than 73,000 merchants across Australia and to work with more than 700 partners to create seamless experiences for hospitality, retail, services and health providers.

It starts with You.

Just like our customers, we’re obsessed with the success of our people. So, when you come onboard, we’ll give you all the support you need to do your best work. Our close to 600 Tyros are a highly collaborative team, so you’ll get to work with smart, motivated and friendly people across Tyro. We are fast paced and innovative and strive to live our values everyday – commit to greatness, stay hungry, wow the customer, be good and win together! We are big enough for you to have opportunities to have a career at Tyro and small enough that you can have a real impact. As we continue our mission to shake things up and make payments the easiest part of doing business, you’ll have the opportunity to learn new skills with hands-on experience, further your career, and help unleash the potential of our customers, one payment at a time.

🎥 Step inside life at Tyro here.

About the Role

Tyro's Customer Support team is one of the most widely regarded in Australia. We've been providing excellent quality customer support for 16+ years and we actively maintain a strong culture that allows us to be more flexible and offer our customers a higher level of support than other banks. We provide payments and core banking services to over 29,000+ businesses across Australia, so we take quality seriously.

Tyros are a highly collaborative mix of people. Joining the Customer Support team will see you championing the voice of our customers and collaborating with our awesome teams and individuals in Engineering, Product Management, Sales, and other functions within the business, who have inspiring stories and top-notch talent.

*We offer a rotating roster within 7am to 7pm Monday to Sunday (usually 1 in 4 weekends), a supportive training program, and the flexibility to work from home, or from our brand new CBD office.

Joining our team means doing what you love - helping people. On a typical day you will use your exceptional customer service skills to liaise with our customers over the phone and via email. You’ll provide first-level technical and account support to our EFTPOS, Banking and eCommerce customers. Ultimately, your goal will be to delight our customers on their first call and send them away with greater knowledge, or to become self-sufficient, and doing so with a smile!

What you'll do

Answer all incoming calls in a professional and efficient manner
Educate customers of Tyro’s products and services
Troubleshoot any issues regarding terminals and eCommerce enquiries
Guiding our customers through the EFTPOS activation process
Resolve all complaints through effective communication skills and escalate to team lead when needed
Collaborate closely with various internal teams to identify or create innovative solutions
Record detailed and accurate notes of merchant enquiries in a timely and efficient manner.
Uphold and contribute to Tyro’s strong risk culture by complying with our policies, completing mandatory training and identifying and managing risks within your day-to-day work

What you'll bring:

Previous experience in Retail, Hospitality or Contact Centre
An infectiously upbeat attitude and a bubbly personality
A passion for customer experience and providing exceptional service
Strong communication and interpersonal skills

adding to a dynamic team, ideally in the Customer Support space
Adept in mentoring, training and coaching team members to unlock potential and enhance performance
Experience in a contact centre environment is beneficial

What’s in it for you?

We’ve worked hard to create an environment that’s big on diversity, inclusion, and flexibility, and one that suits the changing needs of team members across Australia. Here are just some of the things Tyros tell us they love about working here.

You’ll also receive:

A mix of in-office and remote working
Learning and career development opportunities
16 weeks paid primary carers leave
12 weeks paid secondary carers leave
Annual team-based volunteer day
Birthday Leave
Power Up Day (Additional day of leave)
Weekly team social events, snacks, craft beer and wine, ping pong and video games
Taco Tuesdays
Mental health and wellness initiatives
Novated leasing

Tyro is committed to a diverse, inclusive workplace where everyone thrives. We welcome applicants of all backgrounds and are an equal opportunity employer. If you need accommodations or adjustments at any stage of the recruitment process, simply inform our Talent team during your conversation with them.

Still with us?

If you’ve got this far, then you might just be a great fit for us. Don’t tick all the boxes above? That’s ok, apply anyway and our Talent team will review your profile - you might be a fit for future roles.

#LI-Hybrid

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