Customer Support - Dayshift WFH
Customer Support - Dayshift WFH
Posted on :
12-08-2025
Employer Active
1 Vacancy
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Jobs by Experience
1-3years
Hourly Salary
AUD 8 - 8
Vacancy
1 Vacancy
Posted on :
12-08-2025
Job Description
This is a remote position.
Job Title: Merchant Operations Support and Customer Service Specialist
Industry: Payment Solutions
Employment Type: Full time; 40 hours per week
Rate: 8AUD/hour
About the business
The client is a Global Customer Care & Operations Team a leading global payment solutions platform that offers a range of online payment solutions to merchants worldwide. We value creative solutions collaboration and hard work while keeping things interesting and enjoyable.
About the role:
As part of the business Global Customer Care & Operations Team you will be providing high quality professional service to our merchants by assisting
them before during and post onboarding. You will also assist merchants with various requests regarding MWs products and services. Acting as a point of contact to our merchants you will communicate in an open helpful and engaging tone and focus on finding the right solution for each case. You will constantly interact with other departments within the company as well as third parties.
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 externalmerchant issues to minimize disruption to service and overall impact to
the clients 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 are 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 Payments
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 Experience & Knowledge
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
customer service, fintech, point of sale system, merchant support
Education
NA
Employment Type
Full Time
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