Merchant Support Specialist

3 days ago

Melbourne, Victoria, Australia Afterpay Full time
About the Role

We are seeking a highly skilled and experienced Merchant Support Representative to join our team at Afterpay. 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 providing exceptional customer service.

Key Responsibilities
  • Handle in-bound contact (Voice & Digital) from new and existing retail partners while meeting Service Level Agreements.
  • 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, including bank details.
  • Take ownership of designated queries and drive through to resolution.
  • Create merchant credentials in Admin Portal.
  • 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 You
  • You are able to effectively and quickly form relationships and establish trust, respect, competence and confidence with our merchants and internal stakeholders.
  • You are a reliable, dependable, helpful and dedicated individual.
  • You are able to multitask and are enthusiastic about change.
  • You have strong written and verbal communication skills.
  • You have good judgement and are a good problem solver.
  • You follow through, you show up, and make it happen, fast.
  • You are a self starter and can work under pressure in a fast paced environment.
  • You like to keep it real with your actions, be brave with your decisions, do the right thing for all our stakeholders and shape the future with excitement.
About Afterpay

Afterpay is a global technology company with a focus on financial services. We build tools to help more people access the economy. Our mission is to power an economy in which everyone wins.

We are committed to delivering positive outcomes for our customers and are focused on supporting our community of shoppers. We believe in being fair and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process.

We are a globally distributed company and this role will require working with other employees in multiple time zones. You may be required to perform work outside of normal business as part of this role.

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