We are seeking a skilled and proactive Merchant Support Specialist to join our team in Melbourne, Australia.
The successful candidate will be responsible for delivering exceptional service excellence to merchants and end customers, working closely with senior leadership to ensure high standards are met.
Key Responsibilities:
* Provide front-line customer service to merchants and end customers, handling client-facing calls and inquiries with professionalism and efficiency
* Onboard and train merchants on internal platforms, ensuring seamless integration and adoption
* Troubleshoot basic technical issues related to merchant accounts, platforms, and transactions, utilizing problem-solving skills and analytical thinking
* Ensure daily tasks are completed to a high standard and maintain set Service Level Agreements (SLAs)
* Collaborate with leadership to develop and implement service improvements and best practice procedures, driving operational efficiency and effectiveness
Requirements:
* Previous experience in a client-facing role with a focus on delivering exceptional service excellence
* Strong problem-solving and analytical skills, with the ability to troubleshoot complex technical issues
* Basic technical support experience or familiarity with troubleshooting technical issues is preferred
* Ability to work collaboratively with team members and leaders to identify challenges and implement improvements, fostering a culture of innovation and excellence
* Excellent English communication skills, with the ability to articulate complex ideas clearly and concisely
* A can-do attitude, able to handle a high-volume workload with accuracy and efficiency, prioritizing tasks and managing time effectively
This is a full-time position, Monday to Friday, with hybrid working arrangements. The role requires you to be in the office 3 days a week, providing opportunities for collaboration, training, and development.