Reporting to the Head of Merchant Support Europe, the Merchant Support Coordinator will provide support for Merchant requirements and resolve Merchant queries regarding an array of topics. Duties and tasks reflect substantial variety and complexity and involve interaction with a number of teams both on site and in our US based offices. Assignments are broad in nature and will require a strong focus on customer service, an ability to coordinate and prioritise a number of tasks and exceptional attention to detail. The Merchant Support Coordinator will be required to apply a comprehensive knowledge of systems, procedures, customers and products to perform a broad range of varied and demanding assignments within the customer service area. A key aspect of the role is to also serve as a resource to Account Managers and others in the resolution of complex Merchant problems and issues.
Key Duties:
Resolve inbound Merchant Service requests primarily via telephone and email as per agreed SLA.
Liaise with the Merchant and gather relevant data to ensure effective set up of new transaction divisions and entities to ensure effective operation of the Merchant.
Attend conference calls with internal teams and the Merchant to resolve complex issues, ensuring follow-up on any agreed actions.
Provide remote training for Merchants on Paymentech Online (online reporting system) and available reporting options.
Provide daily support for Account Managers in issue resolution and act as a point of contact for the Merchant when the Account Managers are unavailable.
Work closely with the Collections Team to understand the reasons behind any negative balances or funds hold positions, contacting the Merchant as required.
Manage Merchant requests and track responses ensuring issues are escalated to management when the need arises.
Support adhoc operational and management initiatives as required.
Skills/Experience
Applicants for this position will ideally have a qualification in business administration, finance, marketing or a related discipline, with previous years experience in the area of customer service or support, and have:
Knowledge of a similar industry although knowledge of e-commerce payments or financial industry is preferred.
A strong focus on Customer Service
Ability to effectively communicate both verbally and in writing with the merchant and internal contacts and to resolve queries in a timely manner as per agreed SLA.
Ability to multi-task and prioritise tasks.
Proven ability to impact customer retention through effective use of relationship management skills.
Self-starter – takes ownership of merchant queries and drives through to resolution.
High level of experience with computer software systems including Excel, Word and MS PowerPoint.
Second language is an advantage
