Job Description

Duties and tasks reflect substantial variety and complexity and involve interaction with a number of teams both on site offices. Assignments are broad in nature and will require a strong focus on customer service, an ability to coordinate and priorities a number of tasks and exceptional attention to detail. You will be required to apply a comprehensive knowledge of systems, procedures, customers and products to perform a broad range of varied and demanding assignments within the customer service area. A key aspect of the role is to also serve as a resource to Account Managers and others in the resolution of complex Merchant problems and issues.

• Resolve inbound Merchant Service requests primarily via telephone and email as per agreed SLA.
• Liaise with the Merchant and gather relevant data to ensure effective set up of new transaction divisions and entities to ensure effective operation of the Merchant.
• Attend conference calls with internal teams and the Merchant to resolve complex issues, ensuring follow-up on any agreed actions.
• Provide remote training for Merchants on Online Payment and available reporting options.
• Provide daily support for Account Managers in issue resolution and act as a point of contact for the Merchant when the Account Managers are unavailable.
• Work closely with Credit Risk Team to obtain the necessary financials from Merchants as per the review schedule.
• Work closely with the Collections Team to understand the reasons behind any negative balances or funds hold positions, contacting the Merchant as required.
• Manage Merchant requests and track responses ensuring issues are escalated to management when the need arises.
• Assist Account Managers with the compilation of the Monthly KPI transaction data.
• Through the day to day management of issues, highlight any improvements which may streamline the team's processes and enhance the overall Customer Experience.
• Support adhoc operational and management initiatives as required.

Required Knowledge, Skills, and Abilities

• Knowledge of a similar industry although knowledge of e-commerce payments or financial industry is preferred.
• A strong focus on Customer Service.
• Ability to effectively communicate both verbally and in writing with the merchant and internal contacts and to resolve queries in a timely manner as per agreed SLA.
• Ability to multi-task and priorities tasks.
• Proven ability to impact customer retention through effective use of relationship management skills.
• Self-starter - takes ownership of merchant queries and drives through to resolution.
• High level of experience with computer software systems including Excel, Word and MS PowerPoint.
• Second language is an advantage.