Customer Service Specialist (Merchant Support)
Pay Perform, Philippines
Job Description
We are looking for an energetic Customer Service Specialist (CSS) that enjoys a varied and fast pace environment, highly motivated and ready to solve merchant issues. The CSS will join our team our Operations team located in Makati, Philippines. Together, he/she will be solving from simple to complex business problems with strategic impact to all our merchants. We are dedicated in improving merchant experience and driving operational excellence in alignment with Paymero’s customer first philosophy.
The CSS can work independently and handle operational cases of all severities on their own as much as possible. He/she can clarify the merchant’s needs, determine if there is a problem, evaluate their impact or technical risks, and manage their expectations for the resolution. They know how to propose a workaround solution during times of crisis and recover transactions while still working on the end-to-end solution. They escalate when issues become critical or complex. They engage with different departments in the company. The CSS can leverage deep knowledge to provide guidance towards the automation/improvements of merchant risk evaluation.
Specifically, the Customer support will be responsible to:
- Respond to incoming merchant and partner requests quickly, proficiently, and professionally while meeting specific key performance indicators / Answer customer/merchant and internal queries via chat and email or phone in a timely manner.
- Answer merchant questions and resolve problems related to merchant transactions, account management, some integration, connectivity methods and other technical issues
- Thoroughly and efficiently document cases in customer relationship manager system.
- Update cases/tickets with current status of all ongoing issues and merchant contacts
- Collaborate with managers, advanced support, product support specialists and partner groups as needed to provide one-call resolution,
- Ability to problem solve, as well as follow pre-determined processes.
- Conduct transaction decline analysis daily and be able to communicate with the findings with the merchants for proper action / resolution.
- Coordinate with different departments to resolve issues including but not limited to Tech Ops, Dev Ops, Payments, Client-facing, etc.
- Monitor merchant performances in the client portal/back office closely and do necessary tests for issue verification. Keep merchants and stake-holders updated with any changes in performance.
- Perform basic data analysis, end of day reports, and end of shift reports using templates.
- Process documentations as and when needed.
- Recommend process improvements to achieve better team performance.
Requirements
Competencies
- Confident with numbers and financial figures.
- Keen to details.
- Excellent written and oral English communication skills.
- Average knowledge on Excel and Reporting.
- Can work on shifting schedule.
- Ability to multitask and do task prioritization.
- Excellent interpersonal skills to work effectively with the team throughout the organization.
- Excellent problem-solving skills.
Work Experience
- 3 years in experience working in a BPO company on a financial account (either back of house or front of house).
- Lengthy tenure within a single company showing progression and job stability.
- Experience as an SME or Tier 2 agent in BPO.
Benefits
- Travel/Meal Allowance
- Share Scheme Option
- Bonus Scheme
- Health Insurance
- Group Life Insurance
- 13th Month Pay
- Travel Sponsorship
- Referral Incentives