Specialist I, Merchant Support

Specialist I, Merchant Support

Full-Time 28800 - 43200 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Help merchants with payment issues and provide top-notch customer service.
  • Company: Join Payroc, a leader in merchant support and payment solutions.
  • Benefits: Enjoy the flexibility of working from home and a supportive team environment.
  • Why this job: Make a real impact by helping merchants succeed and enhancing their revenue potential.
  • Qualifications: Strong customer service skills and a proactive mindset are essential.
  • Other info: Collaborate with various teams to solve complex merchant challenges.

The predicted salary is between 28800 - 43200 £ per year.

Title Specialist I, Merchant Support Contact Center Reports To Merchant Support Manager, or equivalent position Job Purpose This role is to provide exceptional service to our merchants, partners, and resellers. Our merchants and partners will call into our call center, 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 maximize their revenue potential. You have an understanding that our merchants’ success is also our success. Being able to work in a collaborative and highly motivated environment is critical. The Merchant Support Specialist will have the responsibility and authority to ensure that our merchants and partners are highly satisfied with the level of service Payroc provides. Duties and Responsibilities Analyze 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 Maintain 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, recognizing trends, and sharing reports with the Merchant Support Leads and Manager Qualifications Customer Service Professionally manages difficult or emotional customer situations, responds promptly to customer needs and responds to requests for service and assistance Proactive Mindset – Able to proactively identify gaps in processes or products that could potentially lead to merchant churn Extensive Product Knowledge – Maintain excellent knowledge of our portfolio of products and services in order to understand merchants needs Interpersonal Skills – Must be able to work with leadership to develop long term solutions for process and or service failure points leading to merchant churn Ability to Multitask Provide good customer service to make sure each merchant feels like theyre the only customer that matters. Time Management – Must be able to prioritize and use time efficiently based on the importance level of the issue at hand Travel Component N/A Working Conditions Extensive desk-based work involving prolonged periods using a computer and sitting for extended periods Frequent interaction with team members, management, agents, Business Development Managers (BDMs), and external partners to facilitate smooth operations and collaborations Job Classification Exempt At Payroc we are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individuals qualifications without regard to race, color, religion, national social or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation or any other status protected by the laws regulation in the location we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics. Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources Department at Skills: Customer Service Hospitality Bar Server Documentation Benefits: Work From Home

Specialist I, Merchant Support employer: Payroc WorldAccess Limited

At Payroc, we pride ourselves on being an exceptional employer that values collaboration and employee growth. Our Merchant Support Specialists enjoy a supportive work culture that emphasizes proactive problem-solving and customer satisfaction, all while working from the comfort of their homes. With opportunities for professional development and a commitment to equal employment, we ensure that every team member feels valued and empowered to contribute to our merchants' success.
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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

Familiarize yourself with Payroc's products and services. Understanding the ins and outs of what we offer will not only help you answer merchant inquiries effectively but also demonstrate your proactive mindset during the interview.

✨Tip Number 2

Practice your customer service skills by role-playing difficult scenarios. This will prepare you for managing emotional customer situations and show that you can handle challenges with grace and professionalism.

✨Tip Number 3

Highlight your ability to collaborate with different teams. Be ready to share examples of how you've worked with others to resolve issues, as this role requires strong interpersonal skills and teamwork.

✨Tip Number 4

Demonstrate your time management skills by discussing how you prioritize tasks in a busy environment. Being able to multitask effectively is crucial for providing exceptional service to our merchants.

We think you need these skills to ace Specialist I, Merchant Support

Customer Service Excellence
Problem-Solving Skills
Interpersonal Skills
Proactive Mindset
Time Management
Multitasking Ability
Product Knowledge
Analytical Skills
Collaboration Skills
Conflict Resolution
Attention to Detail
Communication Skills
Adaptability
Empathy

Some tips for your application 🫡

Understand the Role: Before applying, make sure you fully understand the responsibilities and qualifications of the Specialist I, Merchant Support position. Tailor your application to highlight relevant experiences that align with the job description.

Highlight Customer Service Skills: Since this role emphasizes exceptional customer service, be sure to showcase your experience in managing difficult customer situations and providing solutions. Use specific examples from your past roles to demonstrate your skills.

Showcase Proactive Mindset: Emphasize your ability to identify gaps in processes or products. Provide examples of how you've proactively improved customer experiences or resolved issues in previous positions.

Tailor Your Resume and Cover Letter: Customize your resume and cover letter to reflect the specific skills and experiences mentioned in the job description. Use keywords from the listing to ensure your application stands out to hiring managers.

How to prepare for a job interview at Payroc WorldAccess Limited

✨Showcase Your Customer Service Skills

Be prepared to discuss specific examples of how you've handled difficult customer situations in the past. Highlight your ability to remain calm and professional while providing solutions.

✨Demonstrate Product Knowledge

Familiarize yourself with Payroc's products and services before the interview. Being able to discuss how these offerings can benefit merchants will show your proactive mindset and understanding of their needs.

✨Emphasize Collaboration

Since this role requires working closely with various internal teams, be ready to share experiences where you successfully collaborated with others to resolve issues or improve processes.

✨Prepare for Scenario Questions

Expect to be asked about how you would handle specific merchant-related challenges. Practice articulating your thought process and the steps you would take to ensure merchant satisfaction.

Specialist I, Merchant Support
Payroc WorldAccess Limited
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