Premium Service Desk Agent

Who are we?

 

We are the innovators at the heart of the payments technology industry, shaping the way the world makes payments. The solutions our employees implement today are the results of the growth of millions of companies tomorrow. From your local café to start-ups and international banks. From Paris to San Francisco. We are present in every corner of the world, in all sectors of trade. And just as we help our clients accelerate their business, we’re committed to helping our people accelerate their careers. Together, we shape evolution.

 

Opportunity

 

Provide complete service and processing support for all internal and external Merchant Services customers, including telephone enquiries, email requests and account maintenance.

 

In this role, you will report to Premium Service Desk Manager and proactively take ownership of tasks, manage them to their completion and deliver under tight timelines and handle multiple priorities.

 

Responsibilities

 

• Perform and assure the proper quality of all supported contract types
• Handle Overdue Cash collections for all segments
• Serve as an escalation point for the Premium Consultants
• Assure, complete and correct documentation regarding new contracts and contract changes done by the team
• Handle set-up and maintenance of new and existing customers in our system
• Process independently all kinds of requests from our customers, collect relevant input in problem-solving activities
• Escalate issues to the appropriate teams and control implementation of agreed solutions
• Provide support for customer service (email/telephone) including financial queries and answering product questions.
• Execute recurring tasks, including reporting in task tool statistics daily

 

Signs of Success

 

• You ensure that quality services are delivered with regard to the agreed SLA;
• You guarantee high Customer Experience levels through increased Customer Experience & Customer Satisfaction
• You ensure correct escalation of issues to upper management and follow-up on operational risk

 

Skills we can’t do without

 

• Strong relationship building and communication skills.
• Organized and Solution oriented
• High attention to detail and accuracy
• Proficient in Microsoft applications
• Experience in customer service.
• Relevant tertiary qualification or experience 

 

Skills we’d like

 

• In-depth knowledge of Merchant Services products, services and processes.
• Knowledge of the Commercial Cards/Merchant Services Industry and relevant processes.