Merchant Experience Consultant
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Key skills for this role
About the Role
Tap Payments is seeking a Merchant Experience Consultant to provide quality customer care via inbound calls, chat, and email. The role involves resolving customer inquiries, raising support tickets, and maintaining a positive attitude.
Key Skills for This Role
Responsibilities
- Provide quality customer care to inbound calls, chat and emails
- Accurately categorize the reason for customer calls/chats
- Raise support tickets with complete information
- Investigate and resolve customer complaints
- Maintain a database of customer information
- Escalate inquiries to the appropriate team
- Assist customers with registration or account creation
- Capture customer satisfaction at the end of every interaction
- Contribute positively towards achievement of performance targets
- Proactively provide solutions or improvements to management
Requirements
- Provide quality customer care to inbound calls, chat and emails
- Accurately categorize the reason for customer calls/chats
- Raise support tickets with complete information
- Maintain a positive, empathetic, and professional attitude
- Work on a shift basis (remote outside of business hours)
Full Job Posting
Overview
- Tap Payments is seeking a Merchant Experience Consultant to provide quality customer care via inbound calls, chat, and email.
Responsibilities
- Provide quality customer care to inbound calls, chat and emails
- Accurately categorize the reason for the customer call/chat
- Raise support tickets with complete information to enable tracking and resolution of customer requests
- Investigate and resolve customer complaints then close support tickets
- Maintain a database of customer information
- Escalate inquiries to the appropriate team
- Assist customers with registration or account creation
- Pass customer feedback onto the product or sales team to improve the organisation's offerings
- Respond promptly to customer inquiries
- Maintain a positive, empathetic, and professional attitude
- Capture customer satisfaction at the end of every interaction
- Stay updated on emails and be updated and familiar with all supporting documents on the knowledge base
Schedule
- Work on a shift basis (remote outside of business hours)
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