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 76,000 merchants across Australia and to work with almost 800 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:
As an agent in the Strategic Accounts Support team, you will be responsible for the day to day support for the Strategic Accounts merchants across both written and verbal channels as well as provide support to the broader team and team senior and leader as required.
Joining the Strategic accounts team will see you playing a vital role in Tyro's growth and success by supporting a wide range of high value customers across multiple industry verticals, championing the voice of our customers, and collaborating with internal teams to deliver a differentiated (White Glove) customer experience.
You’ll work Monday to Friday on an 8am–6pm shift, with the flexibility to work from home or from our CBD office, supported by a training program.
What you'll do:
Answer all incoming calls in a professional and efficient manner
Action various triggers for retention and product purposes in a timely manner
Act on proactive and reactive triggers to educate customers on Tyro Banking , eCommerce and Lending products
Generate referrals for new business by fostering strong relationships with existing customers
Troubleshoot any issues regarding terminals and eCommerce enquiries
Guiding our customers through EFTPOS activation process
Resolve all complaints through effective communication skills and escalate to team lead when needed
Assisting customers with technical and efficient support with any Banking or eCommerce enquiries
Triage and escalation of level 2 technical support requests
Taking ownership of customer relationship and response
Action account changes from incoming calls and cases
Meet and exceed monthly performance standards, demonstrating consistent and sustained performance
Always exhibit a friendly and professional manner in line with the Tyro brand and values
Proactive seek to expand their knowledge on Tyro's products and services and stay up to date with any changes
Actively contribute to the team culture and be an advocate of inclusiveness
Demonstrate proactivity in recognition and resolution of issues arising both internally and with our merchants and technology
Develop and in-depth knowledge of our products and be an advocate of these products to new and existing customers
Contribute to internal process improvement
Work with stakeholders across various teams including account management and enterprise teams
What you'll bring:
Passionate about customer excellence- you want to go the extra mile because you WANT to!
Solid understanding of customer service processes and drivers of customer experience success
Excellent communication skills
Problem- solving skills
Ability to work autonomously
Strong execution and delivery- you do what you say you will do
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
