What you will be doing:
At Qualpay, the Customer Success Representative will interact with the company's customers (merchants and partners) by addressing inquiries, resolving complaints, supporting company initiatives and working closely with the Director of Customer Success on ongoing initiatives. This role also requires attention to detail and the ability to anticipate customer needs to create the ideal solution. It is our chance to shine and create exceptional value added interactions with our merchants.
Supervisory Responsibilities:
- None
Duties/Responsibilities:
- Responds to and resolves customer questions and issues via telephone, email and chat. Questions and concerns are dealt with in a professional, courteous, timely and respectful manner to ensure customer satisfaction and retention.
- Approaches issues and questions by looking at the account details, information about the account, and ensures a full understanding to respond and also make suggestions for improvement
- Understand Qualpay products and services to merchants, partners and developers and be able to support questions and resolve issues.
- Conducts account activity research and completes customer account maintenance, such as address changes, and deposit account change requests.
- Fields merchants and partners questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff
- Serve as a point of contact and information for a customer by maintaining awareness and taking action on the required customer follow-up, timeliness, and work assignment completion.
- Utilizes the internal platform and CRM system to maintain merchant and partner accounts and record interactions with detailed notes of inquiries, complaints, or comments
- Explores options with customers to find the best products and services for current and long-term needs. Articulates detailed information including product features and benefits.
- Remains current regarding Qualpay policies, product and procedural changes ranging from product changes to customer mailings and promotions and incorporates any changes into everyday working procedures.
- Continuously increases knowledge of products and services offered by Qualpay through self-motivation, formal education, seminars and available in-house training.
- Works to exceed customer expectations and quality and productivity standards to support department and company goals and initiatives.
- Demonstrates Qualpay’s characteristics each day including honoring the customer, striving to exceed expectations, recognizing customer needs, and owning the customer experience.
- Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role.
- Performs other related duties as assigned.
Who you are:
- High school diploma or equivalent
- Service-oriented and able to resolve merchant grievances
- Service experience required
- Excellent written and oral communication skills
- Ability to work collaboratively in a group setting and contribute to team goals
- Strong listening skills applied with appropriate sensitivity and professionalism
- Ability to think outside the box and problem-solve
- Must be able to work well in a fast-paced, entrepreneurial start-up environment
- Must be able to manage multiple priorities
- Must be able to work independently and be self motivated
- Familiarity with the payments industry, specifically merchant services, a plus
- Experience with e-Commerce, shopping carts, payment gateways a plus
- Maintain a positive attitude focused on customer satisfaction
- Proficiency in Microsoft Suite (Word, Excel, PowerPoint, Outlook) as well as Google Suite Tools
- Must have the ability to learn new software
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