Customer Service Escalations Advocate

Join a movement in which everyone can win. We started a movement in which everyone can win – shoppers, retailers, society and every person on our team. To play fair, trust people and reward them for doing the right thing. We see and feel the impact of our work as more and more people gain financial freedom and retailers grow across the globe.

Founded in 2014, in Sydney, Australia, Afterpay has over 11 million active customers globally and more than 64,000 of 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.

The Role

We are seeking a results focussed individual with a naturally positive mindset, who has a strong background in customer service delivery responsibilities in resolving customer service complaints.

As an Escalations Team Member of our Internal Dispute Resolution (IDR) process, you will help solve our customer's most complex issues. We strive to solve their issues and allow them to get back to their day with ease. This role requires us to do that at all times working within the guardrails of our Afterpay Complaints Management framework. Reporting to the Escalations Team Leader, you will join a team of passionate Afterpay Advocates who love solving customer problems. This role is based in Melbourne, VIC with hybrid working from home options.

You Will

• Investigate, manage, and resolve escalated customer complaints where first level resolution team members have not been able to resolve in accordance with Afterpay complaint management policy frameworks, including our obligations to regulatory frameworks
• Manage multiple dispute cases simultaneously in an 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.

You 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 (Voice, 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

We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to identity or other legally protected class. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build a workplace that is fair and square? Check out our I+D page.

Block is a globally distributed company and this role will require working with other employees in multiple time zones. You may be required to perform work outside of normal business as part of this role.