MW Ecommerce Fintech Customer Service Support

This is a remote position.

JOB TITILE: Merchant Operations Support and Customer Service Specialist

Type: Full Time

Rate: 8AUD/hour

Industry: Fintech payment solutions

About the business

The client is 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 Merchant Warriors 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 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 require

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

1 or more years of experience in Customer Service/ Technical Support teams with prior experience gained in domestic or International Payment Processors/Payment Facilitators/Payment Gateways Acquiring banks (Merchant Onboarding/KYC processes/Risk/Fraud/ Customer Support teams) Fintechs or Payment schemes like VISA Mastercard AMEX etc) is essential

Prior experience in e-commerce merchant account configuration using web-based portals and familiar with providing basic troubleshooting /support as and when technical issues are encountered

Familiarity with e-commerce merchant platforms and/or Payments Industry terminology/ chargeback processes would be rated highly