(Remote Dayshift) Customer Support Specialist

This is a remote position.

Job Title: Customer Support Representative (Payments Industry)

Location: Remote (Working hours: 9:00 AM 5:00 PM Brisbane Time Mon Fri)

On-call: Occasionally on weekends (rare)

Rate: 7 AUD/hour

About the Role:

We are looking for a highly skilled Customer Support Representative to join our team and support merchants within the payments industry. The ideal candidate has excellent customer service skills a strong attention to detail and experience in providing both email and phone support. You will assist with merchant setup (no complex tech work) login-related issues and handle customer queries with professionalism and clarity.

This role requires someone who is organized tech-savvy and comfortable using various support and documentation tools.

Key Responsibilities:

Ensure accurate and timely logging of all work requests issues and problems received from merchants via phone or email

Perform new account setup and configuration for merchants within agreed service levels and maintain / update existing accounts

Responsible for daily actioning of Chargebacks and Dispute processing requests within industry-stipulated timeframes using established corporate guidelines and processes

Action all merchant / partner requests within defined response times and agreed service levels to achieve superior-quality customer service

Provide first- level operational support to merchants and partners via phone and email and log and escalate technical issues to internal teams as required

Identify drive and document the problem resolution and troubleshooting process for all operational issues with help from key stakeholders

Timely reporting referral follow-up and escalation of internal and external merchant issues to minimize disruption to service and overall impact to Merchant Warrior merchants

Provide consultative servicing to meet merchant and company objectives and foster positive relationships with the merchant community business partners and internal departments

Keep up to date with new MW product/service enhancements as well as internal system and process updates to ensure currency

Communicate clearly to merchants/partners about new product features and articulate product/system functionality of existing MW solutions through experience gained over time and/or on-the-job training

Provide regular updates to merchants on the progress of queries requests or issues and manage expectations

Proactively contact merchant groups and continue to improve the relationship with those merchants

Responsible for accuracy of communication data and reports provided to merchants and partners

Provide support for onboarding activities as required

Raise inconsistencies and problems with business processes to improve overall efficiency and productivity

Proactive contribution towards achieving team targets/KPIs

Adherence to Merchant Warrior policies procedures and corporate culture

What we re looking for:

Strong work ethic a Can do attitude and keen to bring a high level of enthusiasm to work

Excellent customer service skills and happy to engage with customers over the phone and email with a genuine interest in customer satisfaction

Advanced verbal and written communication skills

High attention to detail with minimal errors during merchant/ partner account configuration and other daily work tasks

Self-driven and enjoy investigating issues troubleshooting problems and finding resolutions

Motivated learner interested in the Payments industry and wanting to constantly learn about new and evolving paradigms in Payment

Excellent time management decision-making and prioritisation skills

Advanced negotiation and conflict resolution skills

Good computer skills including Microsoft Office suite of applications Adobe Acrobat

Familiarity with Deskpro helpdesk software and/or Sharepoint content management systems is not mandatory but advantageous

Desired knowledge and experience:

2-3 years of experience in Customer Service with prior experience gained in the Payments ecosystem (Payment Processors/Payment Facilitators/Payment Gateways Acquiring banks (Merchant Onboarding/Support teams) Fintechs or Payment schemes like VISA Mastercard AMEX etc)

Some familiarity with Payments Industry terminology and Merchant Acquiring processes is an advantage

Basic comprehension of online payments/ ecommerce/ Payment Gateways etc

You will be assigned to a mentor who will assist and provide you on the job training