Client Support & Onboarding Specialist

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Client Support & Onboarding Specialist
[email protected]
Anywhere as home based

The Company

We are a relatively young payment processor, already successfully providing services to many global merchants (clients). We focus on regulated merchants in fast-paced industries, where our online credit card processing solutions offer compelling value. Our merchants’ funds and confidential data are protected via our UK FCA regulated and PCI DDS Level 1 compliant partners. 

Our company’s ethos includes consistent added value, excellence, integrity, reliability, and best in class processes. Combined, they all add up to a compelling offer which is why so many merchants choose us over other payment processors with similar solutions.

Due to rapid growth, we are now looking to recruit an experienced, full time, home based Client Support and OnBoarding Specialist, wanting to grow inside the company.

The person

In this pivotal role the successful applicant will be the main day-to-day contact with our merchants, offering best in class service to ensure consistent merchant satisfaction and assistance in on-boarding new merchants. In addition, he or she will be the main point of contact on operational matters with our product provider, escalating and managing operational issues, as needed. We’re looking for a highly professional, productive and proactive person, showing drive and ambition to succeed, who is comfortable multi-tasking between several merchants at any one time. 

Responsibilities

·Merchant Support

oProvide professional and responsive support to merchants, via email and Skype (text and voice), maintaining customer satisfaction by assuming ownership and timely resolution of all issues.

oCoordinate with provider’s account manager to escalate and manage operational issues.

·Onboarding – Assist with onboarding of new merchants, including reviewing submitted applications, requesting missing documents, etc.

·Settlements – Checking/creating internal settlement reports, identifying and resolving any related issues, and answering merchant queries. 

·Daily and weekly operational checks and related actions.

·Chargeback management - Coordinating with merchants and chargeback team, against well-defined deadlines.

Qualifications/Requirements 

·Graduate 

·Mother tongue English, or equivalent

·Excellent verbal, written and communication skills

·Experience in the online payment processing industry strongly preferred

·Experience in the onboarding new merchants strongly preferred

·Minimum 2 years’ experience in a merchant (client/customer) facing role

·Strong and proven analytical and troubleshooting skills, including the ability to analyze and assimilate large amounts of transactional information, in order to identify and resolve issues

·Strong multi-tasking capability, in an often high pressure environment

·Strong business acumen

·Strong, customer focused interpersonal skills

·Independent thinker, comfortable working alone but also a team player

·Good understanding of Microsoft Office (Excel, Word, Outlook)

·As the successful candidate will be working from home they will need to demonstrate that they are a self-starter, resilient and proactive with a strong work ethic and proven ability to meet regular deadlines.



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