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Customer Service Representative
2 months ago
As a key member of the Cash team, you will play a critical role in delivering exceptional customer service to our merchant partners. This is a challenging and rewarding opportunity for a customer-focused individual who is passionate about building strong relationships and driving business growth.
Key Responsibilities- Handle Inbound Queries: Respond to customer inquiries via phone, email, and digital channels, providing timely and effective solutions to resolve issues and meet service level agreements.
- Support Onboarding Sessions: Collaborate with new and potential merchants to answer questions, provide product insights, and facilitate a seamless onboarding experience.
- Update Merchant Details: Accurately update core merchant information, including bank details, to ensure accurate and efficient processing.
- Drive Query Resolution: Take ownership of designated queries and drive them to resolution, ensuring customer satisfaction and minimizing escalations.
- Facilitate Account Management: Provide support for general account management queries, liaising with relevant business functions to resolve issues and improve customer satisfaction.
- Dispute Resolution: Investigate and resolve disputes on behalf of consumers with our retail partners, delivering clear and accurate information to ensure timely resolution.
- Process Improvement: Continuously identify opportunities to improve processes, reducing friction and enhancing customer and merchant satisfaction.
- Decision Making: Make informed decisions balancing risk, regulation, and cost impacts to drive business growth and customer satisfaction.
- Collaboration: Provide support across functional areas to ensure business priorities are delivered and customer needs are met.
- Proven Customer Service Track Record: Demonstrate a proven ability to work in a customer-facing environment, delivering exceptional service and resolving complex issues.
- Blended Contact Strategy: Possess the ability to work a blended contact strategy, handling voice and digital interactions with customers.
- Business Acumen: Showcase experience working in a business-to-business environment, with a strong understanding of business operations and goals.
- Relationship Building: Demonstrate the ability to effectively build relationships with customers, internal stakeholders, and cross-functional teams.
- Communication Skills: Possess strong written and verbal communication skills, with the ability to articulate complex information in a clear and concise manner.
- Problem-Solving: Showcase good judgment and problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
- Self-Starter: Demonstrate the ability to work independently, with a strong sense of self-motivation and a willingness to take ownership of tasks and projects.
