Flexibility to Work Remotely / 4 weeks Vacation / Transparency and Great Leadership / Training is Great / Young Energetic Group.
Are you a customer service professional with a passion for problem-solving and providing exceptional client support? Do you thrive in a fast-paced environment where you can utilize your expertise to resolve complex issues? If so, we have an exciting opportunity for you!
We are currently seeking a Specialist II for our Merchant Support team in Canada. In this role, you will be the first point of contact for our clients, addressing their queries and providing day-to-day support to ensure smooth business operations. Collaborating with various teams across the organization, you will analyze and solve a wide range of client issues while becoming an expert in our products, systems, and processes.
At our company, we value individuals who are driven to build successful careers and deliver outstanding customer experiences. While you will receive support and guidance as you learn the ropes, we expect you to become a highly independent problem solver whom our Senior Director can rely on to resolve simple and complex issues with accuracy. Your role will also involve mentoring other team members and going the extra mile to exceed customer expectations.
Responsibilities
- Serve as the primary contact for clients via email and phone, delivering excellent customer service.
- Onboard new clients efficiently and accurately, ensuring a seamless experience.
- Resolve both basic and complex client queries, including technical issues, through comprehensive research and data analysis.
- Collaborate with internal teams such as technical support, risk, and business development to address and escalate client concerns.
- Develop and maintain an in-depth understanding of our products and the various systems used by the team.
- Perform daily tasks associated with managing business operations.
- Identify sources of client issues, recognize trends, and contribute to process documentation and enhancements.
- Demonstrate independence and reliability, taking ownership of any assigned tasks and guiding team members when needed.
- Maintain a high level of professionalism and commitment to delivering exceptional customer experiences.
Qualifications
- Minimum of 2 years of experience in customer service and/or business operations, with a track record of resolving technical and non-technical client queries.
- Preferred experience in the Payments industry.
- Post-secondary education in Accounting/Business; Bachelor's degree is a plus.
- Excellent written and verbal communication skills in English and French.
- Tenacious, curious, high-energy, self-motivated, and a strong team player with a passion for solving customer problems.
- Detail-oriented, resourceful, and adept at analytical thinking and problem-solving.
- Thrive in a dynamic and demanding environment.
- Ability to handle a high volume of tickets efficiently.
- Rapid learner with the ability to grasp our products, systems, and processes, as well as the industry.
- Capable of resolving a variety of customer queries, including technical problems.
- Strong ability to work independently and provide guidance to fellow team members.
- Proficient in Microsoft Excel.
Join our team and be part of a company that values your expertise, fosters professional growth, and delivers exceptional customer
