Description
We are looking for an experienced and proactive Merchant Support Agent to join our growing team in Australia. In this role, you will be responsible for delivering swift and efficient service to both merchants and end customers. You will work closely with the Director of Merchant Support to ensure high standards are met.
Key Responsibilities:
- Front-line service to merchants and end customers, handling client-facing calls and inquiries with professionalism and efficiency
- Onboarding and training merchants on our internal platforms
- Troubleshoot basic technical issues related to merchant accounts, platforms, and transactions. This includes basic troubleshooting of software or hardware issues and guiding clients through simple technical solutions
- Ensure that KPIs and daily tasks are completed to a high standard
- Maintain set SLAs, identifying and escalating issues as needed
- Collaborate with leadership to develop and implement service improvements and best practice procedures
- Identify and investigate recurring issues, contributing to finding root causes and implementing effective solutions
- Assist in evaluating and improving the service provided to both internal teams and clients
- Escalation Handling – Key escalation point of contact for complex issues
- Customer-Facing Responsibilities – Maintains direct interaction with merchants and end customers, handling complex inquiries, solving basic technical issues, resolving high-priority issues, and ensuring an excellent customer experience
Requirements
• Previous experience in a client-facing role with a focus on delivering exceptional service.
• Strong problem-solving and analytical skills, with a track record of resolving client issues and enhancing service delivery.
• 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.
• Must be based in Australia, no sponsorship available.
• Excellent English communication skills, both written and spoken.
• A can-do attitude, able to handle a high-volume workload with accuracy and efficiency.
• Teamwork-oriented.
This is a full-time position, Monday to Friday, with hybrid working arrangements. The role will require you to be in the Melbourne office 3 days a week.