DescriptionJob Responsibilities
Provide account management support to a Strategic Client (primary by email, and client calls) as per agreed SLAs to support day to day inquiries such as online reporting, troubleshooting technical and systemic issues, and business expansion.
Partner with internal teams to resolve complex issues, ensuring follow-up on any agreed actions
Provide daily support for Relationship Managers on issue resolution and act as a point of contact for escalations related to the servicing of this Strategic Client
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
Use a client relationship management (CRM) tool to track correspondences and results.
In a team environment, offer feedback and participate in projects for process improvements
Ensure accurate and timely responses to maximize individual scorecard potential
Treat every client interaction as an opportunity for customer retention and demonstrating the value of Merchant Services
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
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 flex schedule at times to accommodate client calls with the US (when required)
Must be willing to work during our operating hours, which includes bank holidays as required