Merchant Support Specialist

1 week ago

Melbourne, Victoria, Australia Square Full time

About the Role

We are seeking a highly skilled Merchant Support Representative to join our team at Square. As a key member of our Merchant Support Experience team, you will be responsible for handling inbound queries from our Merchant partners, assisting with questions and queries, and delivering a seamless service to all of our merchants.

Key Responsibilities

  • Handle in-bound contact (Voice & Digital) from new and existing retail partners while meeting Service Level Agreements, including making outbound calls to the merchant and other business areas where appropriate.
  • Support on-boarding sessions with new and potential merchants by answering questions and providing insight into how the product works and how to sign up.
  • Update core details relating to existing merchants, which include bank details, etc.
  • Take ownership of designated queries and drive through to resolution.
  • Create merchant credentials in Admin Portal (our in-house system).
  • Facilitate general account management queries and liaise with relevant business functions, seeking resolution.
  • Facilitate dispute resolution on behalf of consumers with our retail partners by investigating/information gathering and delivering clear and accurate information to be reviewed.
  • Identify 'problem' merchants and take prompt action to highlight to relevant stakeholders to avoid escalated issues.
  • Continuously highlight process improvement opportunities to reduce friction and improve customer/merchant satisfaction.
  • Make solid decisions balancing risk/regulation & cost impacts.
  • Provide support across other functional areas to ensure business priorities are delivered.

Requirements

  • Proven track record of working within customer service.
  • Ability to work a blended contact strategy (voice and digital).
  • Experience of working in an environment with individual and team goals where goals were routinely met or exceeded.
  • Experience of working in a business to business environment.

About Us

Square is a global technology company with a focus on financial services. We build tools to help more people access the economy. Our products include Square, Cash App, Spiral, TIDAL, and TBD. We are committed to building a more inclusive economy where our customers have equal access to opportunity.

What We Offer

  • Healthcare coverage.
  • Retirement Plans.
  • Employee Stock Purchase Program.
  • Wellness perks.
  • Paid parental leave.
  • Paid time off.
  • Learning and Development resources.

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