Coordinate and supervise customer care activities using email, phone, live chat, and social media
Help the customer representative team to accurately resolve customer queries and manage an escalation process to maintain customer satisfaction
Initiate appropriate actions to deal with issues likely to impact service delivery, such as system failures or temporary interruptions
Assist with setting up the customer support processes and procedures.
Understand and comply with the key objectives of the company
To troubleshoot when customers integrate with the platform, guiding them through technical documentation and assessing errors (will provide training)
Identify and implement service improvement opportunities
Take responsibility for the relationships, providing support and relationship management as required
Proven experience in dealing with customers at all levels
Professional telephone manner with good listening skills
Analytical approach to problem solving.
Knowledge of MS Outlook, Word and Excel
Flexible approach to work, with the ability to multitask.
You will ideally have some payments experience, have worked with technical integrations and will understand the project cycle (advantage but not required)
We provide full training.