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For Companies At a Glance
- Tasks: Deliver exceptional service to merchants and solve payment-related issues.
- Company: Join a dynamic team at Payroc, focused on collaboration and support.
- Benefits: Enjoy remote work, competitive pay, and a range of health benefits.
- Why this job: Make a real impact by helping merchants maximise their revenue.
- Qualifications: Customer service skills and a proactive mindset are essential.
- Other info: Great opportunity for learning and career growth in a supportive environment.
The predicted salary is between 28800 - 43200 £ per year.
This role is responsible for delivering exceptional service to our merchants, partners, and resellers. You will respond to inbound enquiries regarding daily deposits, month-end statements, Payroc products, deposit status updates, and related account matters. You will provide practical solutions, close knowledge gaps, and proactively identify opportunities for merchants to maximise their revenue. You understand that our merchants' success is directly connected to our own. As this is an entry-level role, you will have time during quieter periods for further learning, development, and coaching. You will be encouraged to ask questions and seek support through chat, calls, and your wider team. Collaboration is central to how we work, and you will help and support colleagues to provide a consistent and high-quality service experience.
Duties and Responsibilities
- Analyse payment-related issues, assist with disputes, and provide sustainable solutions.
- Collaborate with internal teams such as Technical Support, Fraud and Risk, Business Development, Settlement, and Product for escalations or complex queries.
- Gain and maintain strong working knowledge of all systems and tools used by the Merchant Support team.
- Assist with unusual or complex situations relating to merchant processing, equipment, or service concerns.
- Deliver consistently high-quality customer service to merchants, agents, operational teams, and partners, supporting complex or sensitive queries, including card security concerns.
- Identify recurring issues or trends, contribute to process improvements, and share insights with Merchant Support Leads and the Manager.
- Use Microsoft tools and CRM systems to a high standard, accurately recording notes and interactions.
Qualifications and Skills
- Beginner to Intermediate Functional Skills: Understands the role before training begins and is building strong competence with guidance and support.
- Customer Service: Professionally manages challenging or emotional situations, responds promptly, and consistently delivers helpful support.
- Proactive Mindset: Able to identify process or product gaps that may affect the merchant experience or lead to churn.
- Product Knowledge: Develops an excellent understanding of Payroc's products and services to identify and meet merchant needs.
- Interpersonal Skills: Works effectively with leadership and colleagues to share insights, identify trends, and address bottlenecks.
- Ability to Multitask: Provides quality service while ensuring each merchant feels valued.
- Time Management: Prioritises effectively and uses time efficiently based on the urgency and importance of each issue.
Working Hours
8:45am - 5:00pm EST or 1:45pm - 10:00pm (GMT)
Job Classification
Salaried
Equal Opportunities
Payroc is committed to providing equal employment opportunities and maintaining a work environment free from discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, colour, religion, national, social or ethnic origin, sex, age, disability (physical, mental, or sensory), sexual orientation, or any other characteristic protected by applicable laws. We also provide reasonable accommodation for individuals with disabilities.
Compensation and Benefits
Our compensation framework is aligned with local UK market benchmarks. Actual pay may vary based on location, role-specific expertise, skills, and experience. Depending on the role, additional compensation - such as performance-based bonuses or incentives - may form part of the overall reward package. We offer a comprehensive range of benefits designed to support your health, financial wellbeing, and overall quality of life, helping you thrive both at work and beyond.
Note to Agencies
Payroc does not accept CV submissions from agencies without an existing agreement. Please do not send unsolicited CVs to Payroc HR or our employees. Payroc is not responsible for any fees associated with unsolicited submissions.
Specialist I, Merchant Support employer: Payroc WorldAccess Limited
Contact Detail:
Payroc WorldAccess Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Specialist I, Merchant Support
✨Tip Number 1
Get to know the company inside out! Before your interview, dive into Payroc's products and services. Understanding what we offer will help you answer questions confidently and show that you're genuinely interested in supporting our merchants.
✨Tip Number 2
Practice your customer service skills! Think of scenarios where you might need to handle challenging situations or complex queries. Role-playing with a friend can help you feel more prepared and showcase your proactive mindset during the interview.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or join relevant groups. This not only gives you insights into the company culture but also shows your enthusiasm for being part of the team. Plus, who knows? They might drop some insider tips!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re serious about joining us at Payroc and ready to deliver exceptional service to our merchants right from the start.
We think you need these skills to ace Specialist I, Merchant Support
Some tips for your application 🫡
Know the Role: Before you start your application, take a moment to really understand what the Specialist I, Merchant Support role is all about. Familiarise yourself with the key responsibilities and skills mentioned in the job description. This will help you tailor your application to show us that you're the perfect fit!
Show Off Your Customer Service Skills: Since this role is all about delivering exceptional service, make sure to highlight any relevant customer service experience you have. Share specific examples of how you've handled challenging situations or provided support to others. We love to see how you can bring value to our merchants!
Be Proactive in Your Application: We appreciate candidates who take the initiative! If you have ideas on how to improve merchant experiences or processes, don’t hesitate to mention them in your application. This shows us that you’re not just looking for a job, but that you’re genuinely interested in contributing to our team's success.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about us and what we stand for!
How to prepare for a job interview at Payroc WorldAccess Limited
✨Know Your Products
Before the interview, make sure you have a solid understanding of Payroc's products and services. This will help you answer questions confidently and show that you're proactive about meeting merchant needs.
✨Practice Customer Scenarios
Think about common customer service scenarios you might face in this role. Practise how you would handle challenging situations or complex queries, as this will demonstrate your problem-solving skills and customer-centric mindset.
✨Show Your Collaborative Spirit
Since collaboration is key in this role, be ready to discuss examples of how you've worked effectively with others in the past. Highlight your ability to share insights and support colleagues, which aligns with the team-oriented culture.
✨Ask Thoughtful Questions
Prepare some insightful questions to ask at the end of your interview. This shows your genuine interest in the role and the company, and it gives you a chance to learn more about how you can contribute to the team's success.