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Payment Solutions Advocate

2 weeks ago

Melville, Australia beBeeCustomerSupport Full time $60,000 - $90,000
Client Service Specialist Opportunity

We are seeking a skilled Client Service Specialist to provide exceptional customer support. The ideal candidate will possess excellent communication and problem-solving skills, with the ability to work independently and objectively.

Key Responsibilities:

  • Respond to customer inquiries via telephone, email, SMS, and chat, troubleshooting technical issues and resolving where applicable or directing to other departments.
  • Receive and/or place telephone calls, which are predominantly routine, but may require deviation from standard screens, scripts, and procedures.
  • Analyze merchants' payments-related issues, assist with disputes, and provide sustainable solutions.
  • Collaborate with internal teams for cascading and escalations of merchants' payment-related concerns.
  • Maintain in-depth knowledge of functionalities for all equipment & systems used by the Service Center team.
  • Assist with exceptional and unusual situations and customer concerns with merchant processing, equipment, and software.
  • Work directly with merchants, sales agents, operational departments, and vendors to handle challenging and complex merchant processing questions and concerns.
  • Professionally manage difficult or emotional customer situations, responding promptly to customer needs and requests for service and assistance.
  • Proactively identify gaps in processes or products that can potentially lead to merchant churn.
  • Work with clients in a caring and professional manner to provide helpful solutions while keeping them compliant.

Requirements:

  • Excellent communication and problem-solving skills.
  • Ability to work independently and objectively.
  • Proficient in Microsoft productivity tools and Salesforce.
  • Experience working in a fast-paced environment.
  • Experience working with payment processors, payment gateways, or merchant services providers is an asset.

What We Offer:

A dynamic and supportive work environment with opportunities for growth and development.