Responsibilities
- Educate and guide business owners on the various features and functionalities of our payment processors.
- Contribute toward a smooth onboarding experience by ensuring that customer merchant accounts are seamlessly integrated with the WellnessLiving platform.
- Prioritize timely and efficient responses to merchant application inquiries. You will work towards predefined Service Level Objectives, prioritizing escalated tickets and delivering exceptional support to our customers.
- Actively promote value-added products and features provided by our payment processors and educate business owners of the benefits to improve payment success rates and streamline operations.
- Maintain an established KPI for selling products / services to eligible merchants.
- Handling sensitive information with the utmost care and confidentiality, adhering to company policies regarding information safeguards and data handling.
- Navigate around challenging scenarios such as merchant application declines by skillfully managing customer expectations, providing understanding and support during the process
- Swiftly address escalations by working closely with partner processing platforms and swiftly investigating all issues that arise during the application process.
- Efficiently perform your duties by utilizing and adapting to platforms such as Zoho and various payment portals.
- Embody our brand values and uphold our reputation in the market as a positive representative of WellnessLiving. This involves understanding our brand values, leaving a positive online presence, being transparent with our customers, and focusing on a customer-centric approach.
- Foster long-term relationships and trust by leaving a lasting impression on our customers through a professional and approachable demeanor.
- Foster a culture for continuous improvement within the organization by identifying areas of improvement within work procedures and collaborating with the leadership team to provide valuable insights and innovative ideas.
Skills & Qualifications :
Relevant certifications in Fraud Prevention, Risk Management, or Payments Industry Standards is preferred.1-3 years of experience in a customer support role, preferably in either Technology, Fintech, or Financial Services (Lending, Credit).Strong communication and interpersonal skills, with the ability to effectively educate and consult with business owners about value-added products.Experience using Customer Relationship Management (CRM) systems and / or ticketing systems for tracking and documentation.Some experience with consultative selling is preferred, with a focus on offering solutions that benefit customers.Proven ability to provide excellence customer service and address customer concerns in a prompt and professional manner.Possess an analytical mindset and ability to diagnose and resolve complex customer concerns.Experience with successfully troubleshooting various technical problems and inquiries.Outstanding attention to detail, accuracy in notating, and thoroughness in investigation and problem-solving.Ability to effectively communicate and collaborate across multiple internal teams, with a customer- and solution-oriented approach to identified challenges.Understanding of payment processing systems is strongly preferred, along with familiarity with various payment methods (credit cards, e-wallets, etc.)Basic understanding of API integration and troubleshooting is an asset.Experience managing the end-to-end chargeback process, from notification to resolution is considered a valuable asset.