At a Glance
- Tasks: Provide exceptional support to merchants and resolve payment-related issues.
- Company: Join Payroc, a leader in merchant services dedicated to empowering businesses.
- Benefits: Enjoy remote work options and a supportive learning environment.
- Other info: Inclusive workplace committed to diversity and equal opportunities.
- Why this job: Kickstart your career in a collaborative culture focused on merchant success and personal growth.
- Qualifications: No prior experience needed; just a proactive mindset and a passion for customer service.
The predicted salary is between 28800 - 43200 € per year.
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, month-end 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' payments-related 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' payment-related concerns.
- Gain and maintain an in-depth 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, recognising 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 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 they're 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.
Working Conditions
- Extensive desk-based work, including prolonged periods of computer use and administrative tasks.
Equality Monitoring
At Payroc, we’re 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 process works for everyone, regardless of background or identity.
If you need any adjustments to the hiring process due to disability or neurodiversity, please contact Human Resources Department.
Benefits: Work From Home
StudySmarter Expert Advice🤫
We think this is how you could land Specialist I, Merchant Support, Worldpay
✨Tip Number 1
Familiarise yourself with the payment processing industry and the specific products offered by Worldpay. Understanding the basics of how transactions work and the common issues merchants face will help you engage more effectively during interviews.
✨Tip Number 2
Practice your customer service skills by role-playing scenarios where you handle difficult customer situations. This will prepare you to demonstrate your ability to manage emotional responses and provide exceptional service, which is crucial for this role.
✨Tip Number 3
Network with current or former employees of Worldpay to gain insights into the company culture and expectations. This can give you an edge in understanding what they value in a candidate and how to align your responses during the interview.
✨Tip Number 4
Showcase your proactive mindset by preparing examples of how you've identified and solved problems in previous roles or experiences. This will highlight your ability to contribute to process improvements and support merchant success.
We think you need these skills to ace Specialist I, Merchant Support, Worldpay
Some tips for your application 🫡
Understand the Role:Before applying, make sure you fully understand the responsibilities and qualifications for the Specialist I, Merchant Support position. Familiarise yourself with the key duties such as providing exceptional service to merchants and collaborating with internal teams.
Tailor Your CV:Customise your CV to highlight relevant experience and skills that align with the job description. Emphasise your customer service abilities, proactive mindset, and any experience with payment-related issues or technical support.
Craft a Strong Cover Letter:Write a compelling cover letter that showcases your enthusiasm for the role and how your background makes you a suitable candidate. Mention specific examples of how you've successfully handled customer interactions or resolved issues in the past.
Proofread Your Application:Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer support role.
How to prepare for a job interview at IrishJobs
✨Understand the Role
Before your interview, make sure you have a solid understanding of what the Specialist I, Merchant Support role entails. Familiarise yourself with the key responsibilities, such as providing exceptional service to merchants and resolving payment-related issues.
✨Showcase Your Customer Service Skills
Since this role heavily focuses on customer interaction, be prepared to discuss your previous experiences in customer service. Highlight how you've managed difficult situations and provided solutions, demonstrating your proactive mindset.
✨Demonstrate Team Collaboration
This position requires working closely with other teams. Be ready to share examples of how you've successfully collaborated with others in past roles, and express your willingness to support team members in achieving common goals.
✨Ask Insightful Questions
Prepare thoughtful questions about the company culture, training opportunities, and how success is measured in the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
