POSITION OVERVIEW

This role is to provide exceptional service to our merchants, partners, and resellers. Our merchants and partners will call our call centre, seeking information on their daily deposits, month-end statements, Payroc products, the status of deposits, etc. You will provide solutions to their challenges, bridge knowledge gaps, and proactively recommend ways they can maximise their revenue potential. You have an understanding that our merchants’ success is also our success.
This is a beginner role and during quiet times you will be able to do further learning and receive coaching when needed. You will be able to reach out and ask questions when you are unsure through varied methods such as chat and phone calls. You will work along with other team members and help support each other.

QUALIFICATIONS

• Beginner to Intermediate Functional Skills – Understanding of the role prior to initial training. Working to build a solid knowledge base and may need support and guidance to apply learning.
• Customer Service – Professionally manages difficult or emotional customer situations, responds promptly to customer needs and responds to requests for service and assistance.
• Proactive Mindset - Able to proactively identify gaps in processes or products that could potentially lead to merchant churn.
• Product Knowledge – Gain an excellent knowledge of our portfolio of products and services to understand merchant’s needs.
• Interpersonal Skills - Must be able to work with leadership to increase knowledge and identify trends and bottlenecks.
• Ability to Multitask – Provide good customer service to make sure each Agent feels like they’re the only customer that matters.
• Time Management - Must be able to prioritise and use time efficiently based on the importance level of the issue at hand.

• Analyse merchants’ payments-related issues, assist with disputes, and provide sustainable solutions
• Collaborate with other internal teams such as technical support, fraud and risk, business development, settlement, and product for cascading and or escalations of merchants’ payment-related concerns
• Gain and maintain an in-depth knowledge of functionalities for all systems used by the Merchant Support Team
• Assist with exceptional and unusual situations or customer concerns with merchant processing and equipment
• Ensure that superior customer service is provided to merchants. Working directly with merchants, Agents, operational departments, and partners to handle challenging or complex Merchant and card security questions and concerns.
• Contribute to process improvement in merchant support by identifying sources of merchant issues, recognizing trends, and sharing reports with the Merchant Support Leads and Manager.
• Use Microsoft and CRM to a good standard to record notes and interactions