Customer Service Representative

TL;DR

Customer Service Representative (International Payments): Provide client support for international payment processes with an accent on high call/email volume, time-sensitive outcomes, and AML/CTF follow-ups. Focus on explaining payment procedures and products, coordinating responses with Operations and Settlements, and escalating issues when required.

Location: Sydney NSW, Australia

Company

hirify.global provides businesses and accounting firms with real-time financial control and visibility for global payments and cross-border operations.

What you will do

• Act as the first point of contact for issues related to the international payment process.
• Deliver customer service to clients and internal stakeholders via telephone and email.
• Handle high volumes of calls and emails and achieve outcomes within restrictive timeframes.
• Follow up with clients in line with AML/CTF regulations and confirm transfers in a timely manner.
• Answer client queries across the payment lifecycle, including tracking funds, and coordinate responses with Operations and Settlements.
• Escalate calls internally when required and stay up to date on relevant legislation.

Requirements

• HSC with further education or relevant customer service experience.
• Previous customer service experience, preferably in a high call volume environment.
• Strong computer skills, including using email and phone systems.
• Ability to understand complex products, handle objections, and remain calm under pressure.
• Excellent interpersonal and communication skills with strong attention to detail and time management.
• Integrity, reliability, emotional resilience, and ability to work both in a team and unsupervised.

Culture & Benefits

• Hybrid work model with flexibility.
• Learning and career development opportunities, including leadership training, secondments, internal mobility, and online learning library access.
• Work-life balance support and inclusive, diverse, non-hierarchical culture.
• Parental leave (16 weeks) and birthday leave.
• Volunteer day, matched giving, and quarterly charity nomination.

Hiring process

• Application review followed by interview steps as part of the recruitment process.
• Assessment of customer service experience and ability to handle high-volume, time-sensitive support.