Merchant Support Representative
2 days ago
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, 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.
- 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.
- 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.
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