Role Description:
Reporting to the Head Client Service & Implementations in Europe, the Merchant Support Manager will lead and assist Merchant Support team members in providing support to 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 Team Manager 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 Client Service area. A key aspect of the role is to also serve as a resource to Relationship Managers and others in the resolution of complex Merchant problems and issues.
Key Duties:
- Managing, objective setting, coaching and performance monitoring of EU Merchant Support Coordinators
- Meet with your team regularly to review progress, targets, and general performance. - weekly and monthly 1:1's
- Support in resolution of inbound Merchant Service requests primarily via telephone and email as per agreed SLA.
- Liaise with the Merchant and gather relevant data 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 Relationship Managers in issue resolution and act as a point of contact for escalations related to Servicing of Merchants.
- Manage Merchant requests and track responses ensuring issues are escalated to management when the need arises.
- Ensure internal Controls and process adherence are followed
- Through the day to day management of issues, highlight any improvements which may streamline the team’s processes and enhance the overall Customer Experience.
- Support ad-hoc Client Service 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 continually rise above challenges and operate in a fast moving, changing environment
- 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.
