DescriptionJob Responsibilities
Manage objective setting, coaching and performance development for a team of EU Merchant Support Account Managers and meet with your team regularly to review progress, targets, and general performance
Lead all hiring and performance management activities pertaining to the team
Create a positive work environment that supports the delivery of excellent customer service and achieves our shared business goals
Support in resolution of inbound Merchant Service inquiries, primarily via email as per agreed SLA, and support Account Managers with escalations and/or general support needs
Partner 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 on issue resolution and act as a point of contact for escalations related to servicing of Merchants
Operate in a highly regulated environment, ensuring appropriate policies, procedures and controls are in place and followed to control risk and ensure we deliver and exceed our customer expectations
Execute improvements which may streamline the team’s processes and enhance the overall Customer Experience
Support ad-hoc Client Service and Management initiatives as required
Required qualifications, capabilities, and skills
Customer service experience, with a focus on excellence, servicing customers in an eCommerce or financial services environment
Ability to deliver on KPIs and execute on process improvements
Passion for leadership, and coaching and developing employees, with a high degree of positive energy and endurance
Excellent communicator and listener, both verbally and in writing, who is able to present persuasive arguments to executives and customers
Ability to multi-task effectively and prioritize rigorously
Proven ability to impact customer retention through effective use of relationship management skills
A self-starter, who confronts and escalates issues and barriers head-on and with an appropriate sense of urgency
High degree of competency with computer software systems such as Microsoft Office, including using excel spreadsheets and building powerpoint presentations
Preferred qualifications, capabilities, and skills
Knowledge of payment processing, merchant services and related procedures and products
Work Schedule
Must be willing to work in the office minimum of three days per week
Must be willing to work during our operating hours, which includes bank holidays as required