At a Glance
- Tasks: Deliver exceptional service to merchants and solve payment-related issues.
- Company: Join Payroc, a global payments tech company with a people-first culture.
- Benefits: Enjoy remote work, competitive pay, and comprehensive benefits for your wellbeing.
- Other info: Collaborative environment with opportunities for learning and career growth.
- Why this job: Make a real impact by helping businesses thrive in the fast-paced commerce world.
- Qualifications: Customer service skills and a proactive mindset are key for this entry-level role.
The predicted salary is between 25000 - 30000 £ per year.
About Payroc
Payroc is a global payments technology company helping businesses get paid, grow faster, and operate smarter. From powerful POS systems to seamless online and mobile payment solutions, we equip merchants with the tools they need to succeed in today's fast-moving commerce landscape. At Payroc, our culture is built around people who lead with grit, take ownership, and are not afraid to be a boss when it comes to driving results. We believe the best solutions start when we listen first to our customers, our partners, and each other so we can deliver payment experiences that truly make a difference for the businesses we serve. We are a team that moves quickly, thinks entrepreneurially, and celebrates big wins together. If you are energized by building relationships, solving real business problems, and creating opportunities for yourself and your clients, Payroc is the kind of place where you can make an impact and grow your career.
Position Overview
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 & 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, including support for complex or sensitive queries such as 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 builds competence with guidance and support.
- Customer Service Skills - Professionally manages challenging or emotional situations, responds promptly, and consistently delivers helpful support.
- Proactive Mindset - Identifies process or product gaps that may affect the merchant experience or lead to churn.
- Product Knowledge - Develops a strong 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 - Delivers 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: 1:45pm - 10:00pm (GMT)
Work Style: Fully Remote
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.
Specialist I, Merchant Support, Third Party JBLE1_NI employer: Payroc
At Payroc, we pride ourselves on being an exceptional employer that fosters a collaborative and supportive work culture. Our fully remote roles offer flexibility and the opportunity for personal and professional growth, with comprehensive benefits designed to enhance your well-being. Join us to make a meaningful impact in the payments technology sector while enjoying a dynamic environment that celebrates innovation and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Specialist I, Merchant Support, Third Party JBLE1_NI
✨Tip Number 1
Get to know Payroc inside out! Familiarise yourself with their products and services so you can chat confidently about how you can help merchants succeed. This shows you're genuinely interested and ready to make an impact.
✨Tip Number 2
Practice your customer service skills! Think about how you'd handle tricky situations or emotional queries. Role-playing with a friend can help you feel more prepared for those challenging calls.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or join relevant groups. This can give you insider tips and maybe even a referral, which can really boost your chances of landing that job.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining the Payroc team!
We think you need these skills to ace Specialist I, Merchant Support, Third Party JBLE1_NI
Some tips for your application 🫡
Show Your Enthusiasm:When you're writing your application, let your passion for customer service and problem-solving shine through. We love seeing candidates who are excited about helping merchants succeed and making a real impact!
Tailor Your Application:Make sure to customise your CV and cover letter to highlight relevant skills and experiences that match the job description. We want to see how your background aligns with our mission at Payroc!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate candidates who can communicate effectively, just like we do with our merchants.
Apply Through Our Website:Don't forget to submit your application via our careers page! It’s the best way for us to receive your details and ensure you’re considered for the role. We can't wait to hear from you!
How to prepare for a job interview at Payroc
✨Know Your Stuff
Before the interview, make sure you have a solid understanding of Payroc's products and services. Familiarise yourself with their payment solutions and how they help businesses succeed. This will show your enthusiasm and readiness to contribute.
✨Show Off Your Customer Service Skills
Prepare examples from your past experiences where you've successfully handled challenging customer situations. Highlight your ability to remain calm and professional while delivering exceptional service, as this is crucial for the Merchant Support role.
✨Ask Smart Questions
During the interview, don’t hesitate to ask insightful questions about the team dynamics, the tools you'll be using, or how success is measured in the role. This demonstrates your proactive mindset and genuine interest in the position.
✨Be Ready to Collaborate
Since collaboration is key at Payroc, think of examples that showcase your teamwork skills. Be prepared to discuss how you've worked effectively with others to solve problems or improve processes in previous roles.
