Four Layers Of Service

PaySmart provides four layers of service that ensure clients receive streamlined and effective responses and advice. Most importantly, these services are provided free-of-charge.

  1. Business Development Managers
  2. Client Account managers
  3. Customer Service Centre
  4. IT and operational support

No matter what aspect of the payment solutions process is involved, no matter where you are in Australia, PaySmart has unmatched people and systems to give every client the advice, service and solutions to keep their business on track.

Superior service, provided free-of-charge, is an important part of what makes PaySmart The Benchmark.

Business Development Managers (BDM)

Every PaySmart client, in every state, has a dedicated Business Development Manager (BDM) allocated to their account. The primary function of your BDM is to assist you with all your billing services and payment requirements including; staff training on all PaySmart systems and technology, know-how on how to best integrate direct debiting into your business and ongoing support.

All our BDMs have owned and/or managed businesses themselves so they understand the intricacies and sensitivities associated with the implementation of a new system. They have the ability to navigate around a business and engage with all the appropriate stakeholders ensuring that there is universal ‘buy-in‘ and optimal use of the of the PaySmart products and systems.

Client Account Managers (CAM)

As part of our four layers of client services, when your BDM is not available or you require immediate attention you can ring our Freecall number and ask to speak to a Client Account Manager (CAM). Your dedicated CAM will assist you with systems (WebExpress) training, your account management inquiries or any assistance you may need to optimise your PaySmart product or service experience.

Customer Service Centre

The PaySmart Customer Service Centre is based at our head office in Brisbane. We do not outsource any part of customer care services. Our very friendly and knowledgeable Customer Service Team are available 8:30am to 4:30pm Monday to Friday to answer any questions you or your customers may have regarding their account and or payments.

Your customers are encouraged to contact us directly to update their details, or to make additional or catch up payments when necessary. In the event that your customer contacts PaySmart with the intention to cancel or suspend their payments, we will immediately refer them back to our client to discuss terms and conditions of their payment plan.

IT and Operational Support

At the heart of PaySmart service is the skill and knowledge of PaySmart’s in-house IT and operational staff. They are an outstanding team of professionals, available to provide support on any aspect of PaySmart services and systems to clients… to ensure you manage the billing process for maximum benefit.

This is done via telephone or online, arranged as required by each client’s PaySmart Business Development Manager. Note: In certain non-standard circumstances, IT Development resources may be chargeable at an hourly rate.

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