Contact Centre Agent

About the role

The Contact Centre Agent is the friendly, knowledgeable voice of ANZ Worldline, handling customer inquiries via phone and email. You will ensure timely, accurate support and contribute directly to customer satisfaction and loyalty.

Key responsibilities

• Respond to a wide range of customer inquiries through primary channels, adhering to service standards.
• Listen actively, troubleshoot issues, and provide efficient solutions.
• Take ownership of issues and escalate unresolved or high‑risk cases within defined SLAs.
• Follow established procedures to deliver consistent, high‑quality service.
• Record all interactions and update case details in the CRM system.
• Navigate internal knowledge bases and systems to resolve queries.
• Achieve and exceed performance targets for satisfaction, quality, and efficiency.
• Participate in onboarding, training, and continuous learning.

Required profile

• Experience in customer‑facing roles such as retail, hospitality, or similar.
• Excellent verbal and written communication with the ability to explain information clearly.
• Strong computer literacy and confidence in learning new software.
• Genuine passion for helping people and empathy for customers.
• Positive, resilient attitude, staying calm in challenging situations.
• Proactive problem‑solver who takes ownership from start to finish.
• Collaborative team player eager to learn and contribute.