Customer Service Escalation Advocate, Afterpay

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 10 years ago in Sydney, Australia, Afterpay has over 24 million active customers globally and more than 250,000 of the best retailers around the world including Anthropologie, Revolve, DSW, GOAT, Finish Line, Levi’s, Mac Cosmetics, Ray-Ban and many others.

Afterpay is helping people spend responsibly! We empower 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. Now under the Block ecosystem, 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. Join a movement in which everyone can win.

The Role

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

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. 

You will join a team of passionate Afterpay Advocates who love solving customer problems in a fast paced environment.

You Will

• 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 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 prioritization 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 front-line team members to help improve first point resolution (and reduce Escalations if possible)
• Stay alert to trends in complaints, customer and front-line 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
• Ability to 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)
• Ability to be a 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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