Customer Success Representative I

2 weeks ago


Dundalk, Louth, Ireland Payroc Full time

Job Overview:

This role is designed to provide exceptional service to our merchants, partners, and resellers. The successful candidate will have a strong understanding of the merchant's needs and be able to deliver solutions to their challenges. You will work closely with other team members to support each other and contribute to a collaborative environment.

Key Responsibilities:

  • Provide solutions to merchants' challenges and bridge knowledge gaps
  • Collaborate with internal teams to handle challenging or complex merchant and card security questions and concerns
  • Contribute to process improvement in merchant support by identifying sources of merchant issues, recognizing trends, and sharing reports with the Merchant Support Leads and Manager
  • Use Microsoft and CRM to record notes and interactions

Requirements:

  • Beginner to Intermediate Functional Skills - Understanding of the role prior to initial training
  • Customer Service - Professionally manages difficult or emotional customer situations
  • Proactive Mindset - Able to proactively identify gaps in processes or products that could potentially lead to merchant churn
  • Product Knowledge - Gain an excellent knowledge of our portfolio of products and services to understand merchant's needs
  • Interpersonal Skills - Must be able to work with leadership to increase knowledge and identify trends and bottlenecks


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