全职 日班 居家办公 - 财务客服/技术专员（10月入职）
Full time Dayshift WFH - Finance CS/TECH Specialist (OCTOBER startdate)
类别：金融服务
地点：
永久 白班 工作在家/远程
商户运营支持与客户服务专员
全职 - 每周40小时
时薪 - 8澳元/小时
开始时间 - 2025年10月
客户是一家领先的全球支付解决方案平台，为全球商户提供多种在线支付解决方案。我们重视创意解决方案、协作和努力工作，同时让事情保持有趣和愉快。
关于该职位：
作为业务客户关怀与运营团队的一员，你将通过协助商户在入驻前、入驻中及入驻后提供高质量的专业服务。你还将协助商户处理与MW产品和服务相关的各种请求。作为商户的联系人，你将以开放、有帮助且富有参与感的语气进行沟通，并专注于为每个案例找到合适的解决方案。你将不断与其他部门以及第三方进行互动。
主要职责：• 确保通过电话或邮件收到的所有工作请求、问题和故障得到准确及时的记录
- 在约定的服务水平内为商户执行新账户的设置和配置，并维护/更新现有账户
- 根据行业规定的时间框架，使用既定的公司指南和流程处理所有退款和争议请求
- 在规定的响应时间和约定的服务水平内处理所有商户/合作伙伴的请求，以实现高质量的客户服务
- 通过电话和电子邮件为商户和合作伙伴提供第一级运营支持，并根据需要将技术问题记录并升级给内部团队
- 在关键利益相关者的帮助下，识别、推动并记录所有运营问题的解决和故障排除过程
- 及时报告、转介、跟进和升级内部和外部商户问题，以最小化对服务的中断和对Merchant Warrior商户的整体影响
- 提供咨询性服务，以满足商户和公司的目标，并与商户社区、业务合作伙伴和内部部门建立积极的关系
- 及时了解MW的新产品/服务改进以及内部系统和流程的更新，以确保信息的时效性
- 清晰地向商户/合作伙伴传达新产品功能，并阐述产品/系统的功能
查看英文原文
Category: Financial Services
Location:
PERMANENT DAYSHJIFT WORKFROMHOME/REMOTE
Merchant Operations Support and Customer Service Specialist
Fulltime - 40 hours per week
VA Rate - $8 AUD per hour
START - OCTOBER 2025
The client is a leading global payment solutions platform that offers a range of online payment solutions to merchants worldwide. We value creative solutions, collaboration and hard work while keeping things interesting and enjoyable.
About the role:
As part of the business' Customer Care & Operations Team you will be providing high quality professional service to our merchants by assisting
them before, during and post onboarding. You will also assist merchants with various requests regarding MW's products and services. Acting as a point of contact to our merchants, you will communicate in an open, helpful and engaging tone and focus on finding the right solution for each case. You will constantly interact with other departments within the company as well as third parties.
Key responsibilities:• Ensure accurate and timely logging of all work requests, issues and problems received from merchants via phone or email
- Perform new account setup and configuration for merchants within agreed service levels and maintain / update existing accounts
- Responsible for daily actioning of Chargebacks and Dispute processing requests within industry-stipulated timeframes using established corporate guidelines and processes
- Action all merchant / partner requests within defined response times and agreed service levels to achieve superior-quality customer service
- Provide first- level operational support to merchants and partners via phone and email and log and escalate technical issues to internal teams as required
- Identify, drive and document the problem resolution and troubleshooting process for all operational issues with help from key stakeholders
- Timely reporting, referral, follow-up and escalation of internal and external merchant issues to minimize disruption to service and overall impact to Merchant Warrior merchants
- Provide consultative servicing to meet merchant and company objectives and foster positive relationships with the merchant community, business partners and internal departments
- Keep up to date with new MW product/service enhancements as well as internal system and process updates to ensure currency
- Communicate clearly to merchants/partners about new product features and articulate product/system functionality of existing MW solutions through
experience gained over time and/or on-the-job training
- Provide regular updates to merchants on the progress of queries, requests or issues and manage expectations• Proactively contact merchant groups and continue to improve the relationship with those merchants
- Responsible for accuracy of communication, data and reports provided to merchants and partners
- Provide support for onboarding activities, as required
- Raise inconsistencies and problems with business processes to improve overall efficiency and productivity
- Proactive contribution towards achieving team targets/KPIs
- Adherence to Merchant Warrior policies, procedures and corporate culture
JOB REQUIREMENTS:
Desired Experience & Knowledge
- 2-3+ years of experience in Customer Service & Technical support, with prior experience gained in the Payments ecosystem (Payment Processors/Payment Facilitators/Payment Gateways, Acquiring banks (Merchant Onboarding/Support teams), Fintechs or Payment schemes like VISA, Mastercard, AMEX etc)
- Preferably from a Finance (Fintech) CS-TS background, desired but not required
- Some familiarity with Payments Industry terminology and Merchant Acquiring processes is an advantage
- Basic comprehension of online payments/ ecommerce/ Payment Gateways etc
- You will be assigned to a mentor who will assist and provide you on the job training
Other soft skill requirements:
- Strong work ethic – a 'Can do' attitude and keen to bring a high level of enthusiasm to work
- Excellent customer service skills and happy to engage with customers over the phone and email with a genuine interest in customer satisfaction
- Advanced verbal and written communication skills
- Advanced negotiation and conflict resolution skills
- High attention to detail with minimal errors during merchant/ partner account configuration and other daily work tasks
- Self-driven and enjoy investigating issues, troubleshooting problems and finding resolutions
- Motivated learner interested in the Payments industry and wanting to constantly learn about new and evolving paradigms in Payments
- Excellent time management, decision-making and prioritisation skills
- Good computer skills including Microsoft Office suite of applications, Adobe Acrobat
- Familiarity with Deskpro helpdesk software and/or Sharepoint contentmanagement systems is not mandatory but advantageous
DetailsOriginally posted on Himalayas