Merchant Support Specialist

2 days ago

Sydney, New South Wales, Australia Smartpay Australia PTY Limited Full time $60,000 - $80,000 per year

About Us

Smartpay is one of Australasia's largest EFTPOS Payments providers, operating across Australia and New Zealand. We pride ourselves on providing a second to none customer service experience and work hard to ensure we bring the latest technology in EFTPOS and Payments to our customers.

Smartpay's mission is to provide industry-leading, world-class customer service and therefore we seek the best people to serve our customers. We act with integrity, care about our customers and each other, and always seek opportunities to grow as individuals and as an organisation. We are immensely proud of our culture - from the moment you step through our doors, you'll feel welcome and a part of our journey.

The Opportunity

Our Merchant Assist team provides technical and customer support to Smartpay's customers. Working with a close-knit team, you will be responsible for:

  • Escalated merchant queries, solve problems and close requests
  • Reviewing existing customers to identify risk of cancellation or opportunities for upselling additional terminals
  • Help merchants understand our products/solutions and troubleshoot basic terminal use whilst reducing customer downtime
  • Manage customer maintenance requests, engage stakeholders where needed and go above and beyond to find solutions
  • Maintain merchant records by updating account information accurately and efficiently

The Merchant Assist team is based onsite at our modern Sydney CBD office full-time (Mon-Fri).

About You

Smartpay prides ourselves on our exceptional customer service - and this begins with you The successful candidate will bring the following attributes to the role:

  • Excellent customer service skills, including ability to maintain a positive, empathetic, and a professional attitude toward merchants at all times
  • Confident in a phone-based role and case management skills whilst applying exceptional attention to detail
  • Ability to multitask and focus on different tasks and priorities
  • Willingness to become the expert in Smartpay's products and offerings

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