Full time Dayshift WFH - Finance CS/TECH Specialist (OCTOBER startdate)
类别：金融服务 地点：永久日志夫特从家乡/远程商务运营支持和客户服务专业人员 全职 - 每周40小时 VA 率 - 每小时8美元 START - Oct 2025 客户是全球领先的支付解决方案平台，为世界各地的商人提供了各种在线支付解决办法。我们重视创意解决方案，合作和努力工作，同时保持事情有趣和愉快。关于角色：作为企业的客户服务和运营团队的一部分，你将通过协助我们的商人登录前，期间和后面提供高质量的专业服务。你还将协助商家对 MW 的产品和服务进行各种请求。作为我们的商人联系点，你将以开放式，有帮助且吸引人的语气沟通，并专注于为每个案件找到合适的解决方案。你将不断与公司内的其他部门以及第三方互动。关键责任：•确保通过电话或电子邮件接收商员的所有工作要求，问题和问题的准确及及时记录 · 在已达成的服务水平内为商家执行新的帐户设置和配置，并维护/更新现有的账户 · 负责根据行业规定的时间框架内每天处理回收和争端处理请求，使用已确立的企业指导方针和流程 · 在定义响应时间和达成的服务水平内执行所有商人/合作伙伴要求，以实现优质客户服务 ·通过电话和电子邮件向商人和合作伙伴提供一级操作支持，并按需要记录和升级内部团队的技术问题 ·确定，驱动和记录所有运营问题的解决和故障排除过程，与关键利益相关者的帮助。· 及时报告，推，跟踪和升级内部和外部商家问题以尽量减少服务中断以及对商人战士的商家整体影响 · 为商人和公司目标提供咨询服务并促进与商界，业务合作伙伴和内部部门建立积极关系 · 与新 MW 产品/服务增强以及内部系统和流程更新保持最新状态以确保货币 · 对商家/合作伙伴明确沟通有关新产品特征和阐述产品/系统功能
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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