MW - Ecommerce / Fintech Customer Service Support

This is a remote position.

JOB TITILE: Merchant Operations Support and Customer Service Specialist

Type: Full Time

Rate: 8AUD/hour

Industry: Fintech – payment solutions

About the business

The client is a leading global payment solutions platform that offers a range of online payment solutions to merchants worldwide. We value creative solutions, collaboration and hard work while keeping things interesting and enjoyable.

About the role:

As part of Merchant Warrior's Global Customer Care & Operations Team you will be providing high quality professional service to our merchants by assisting them before, during and post onboarding. You will also assist merchants with various requests regarding MW's products and services. Acting as a point of contact to our merchants, you will communicate in an open, helpful and engaging tone and focus on finding the right solution for each case. You will constantly interact with other departments within the company as well as third parties.

Key responsibilities:

· Ensure accurate and timely logging of all work requests, issues and problems received from merchants via phone or email

· Perform new account setup and configuration for merchants within agreed service levels and maintain/ update existing accounts

· Responsible for daily actioning of Chargebacks and Dispute processing requests within industry-stipulated timeframes using established corporate guidelines and processes

· Action all merchant / partner requests within defined response times and agreed service levels to achieve superior-quality customer service

· Provide first- level operational support to merchants and partners via phone and email and log and escalate technical issues to internal teams as required

· Identify, drive and document the problem resolution and troubleshooting process for all operational issues with help from key stakeholders

· Timely reporting, referral, follow-up and escalation of internal and external merchant issues to minimize disruption to service and overall impact to Merchant Warrior merchants

· Provide consultative servicing to meet merchant and company objectives and foster positive relationships with the merchant community, business partners and internal departments

· Keep up to date with new MW product/service enhancements as well as internal system and process updates to ensure currency

· Communicate clearly to merchants/partners about new product features and articulate product/system functionality of existing MW solutions through experience gained over time and/or on-the-job training

· Provide regular updates to merchants on the progress of queries, requests or issues and manage expectations

· Proactively contact merchant groups and continue to improve the relationship with those merchants

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