Specialist I, Merchant Support, Worldpay

Title
Specialist I Merchant Support Worldpay
Contact Centre

Reports To
Manager Merchant Support or equivalent position

Position Overview

This role is to provide exceptional service to our merchants partners and resellers. Our merchants and partners will call our call centre seeking information on their daily deposits monthend statements Payroc products the status of deposits etc. You will provide solutions to their challenges bridge knowledge gaps and proactively recommend ways they can maximise their revenue potential. You have an understanding that our merchants success is also our success.

This is a beginner role and during quiet times you will be able to do further learning and receive coaching when needed. You will be able to reach out and ask questions when you are unsure through varied methods such as chat and phone calls. You will work along with other team members and help support each other.

Duties and Responsibilities

• Analyse merchants paymentsrelated issues assist with disputes and provide sustainable solutions
• Collaborate with other internal teams such as technical support fraud and risk business development settlement and product for cascading and or escalations of merchants paymentrelated concerns
• Gain and maintain an indepth knowledge of functionalities for all systems used by the Merchant Support Team
• Assist with exceptional and unusual situations or customer concerns with merchant processing and equipment
• Ensure that superior customer service is provided to merchants. Working directly with merchants Agents operational departments and partners to handle challenging or complex Merchant and card security questions and concerns.
• Contribute to process improvement in merchant support by identifying sources of merchant issues recognizing trends and sharing reports with the Merchant Support Leads and Manager.
• Use Microsoft and CRM to a good standard to record notes and interactions

Qualifications

• Beginner to Intermediate Functional Skills Understanding of the role prior to initial training. Working to build a solid knowledge base and may need support and guidance to apply learning.
• Customer Service Professionally manages difficult or emotional customer situations responds promptly to customer needs and responds to requests for service and assistance.
• Proactive Mindset Able to proactively identify gaps in processes or products that could potentially lead to merchant churn.
• Product Knowledge Gain an excellent knowledge of our portfolio of products and services to understand merchants needs.
• Interpersonal Skills Must be able to work with leadership to increase knowledge and identify trends and bottlenecks.
• Ability to Multitask Provide good customer service to make sure each Agent feels like theyre the only customer that matters.
• Time Management Must be able to prioritise and use time efficiently based on the importance level of the issue at hand.

Travel Component

• N/A

Working Conditions

• Extensive deskbased work including prolonged periods of computer use and administrative tasks.

Job Classification

• Salaried

Equality Monitoring

At Payroc were committed to creating an inclusive and equitable workplace where everyone has the support they need to thrive. To achieve this we need to ensure that our hiring processworks for everyone regardless of background or identity.

The following demographic based questions help us better understand the diversity of candidates applying to join Payroc. It allows us to assess how different groups progress through our hiring process and identify areas where we can improve to be more inclusive.

Please note that:

• Answers are question includes a Prefer not to say option. Even if you select this for all questions submitting the survey still helps us gain valuable insights. Your decision to participate or not will remain confidential.

• Answers responses cannot be linked to you and will not impact your application. We will only use aggregated data for equal opportunities monitoring in our hiring process.

This information is collected in compliance with the General Data Protection Regulation (GDPR) and will be used only for equality monitoring you need any adjustments to the hiring process due to disability or neurodiversity pleasecontact Human Resources Department at Thank you for helping us build a more inclusive Payroc!