(DAYSHIFT, REMOTE) Financial Industry Operations Support and Customer Service Specialist
Philippines
Permanent
Full-time
22 days ago
PERMANENT DAYSHIFT REMOTE OPENING FOR SCALEX ROLE TITLE: Operations Support and Customer Service Specialist Fulltime : 40hrs/wk VA rate: $8 Target start date: On or before September 8 Why JOIN SCALE-X SOLUTIONS PERMANENT work from home AUSSIE MORNING SHIFT Earn AUD Rate - uncapped commission Above PH market pay (100K base pay - negotiable) Fun and engaging culture Trainings and seminars with our directors and other CEOs of different industries and businesses. HMO on Year1 Quarterly 5-star hotel celebrations SOLAIRE - Team Celebration GRAND HYATT - Quarterly Hotel Celebration Yearly international travel incentives: Scale-X Team&aposs Epic Bangkok Adventure: Bonding, Culture, and Growth! BANGKOK Awardees - Winner Mindset Scalex, HERE WE COME, VIETNAM 2025!! Scale-X Solutions is the fastest growing outsourcing/offshoring company in Australia and in the Philippines. Led by our Board of Directors, the one and only Peter Cox, the founder, and CEO of Leadership Dynamics, recently featured in Forbes Magazine and a number of TedTalks under his belt. https://tinyurl.com/PCForbes Partnering with him are two distinguished names in the RTO business in Australia, our Directors, Darshan Chavan and Rejin Rajan who are both TedX Talk speakers. https://tinyurl.com/DarshHappiness https://tinyurl.com/RRCrushWorry About the CLIENT The client is a Global Customer Care & Operations Team, a leading global payment solutions platform that offers a range of online payment solutions to merchants worldwide. We value creative solutions, collaboration and hard work while keeping things interesting and enjoyable. About the role: As part of the business' Global Customer Care & Operations Team, you will be providing high quality professional service to our merchants by assisting them before, during and post onboarding. You will also assist merchants with various requests regarding MW&aposs products and services. Acting as a point of contact to our merchants, you will communicate in an open, helpful and engaging tone and focus on finding the right solution for each case. You will constantly interact with other departments within the company as well as third parties. Key responsibilities: Ensure accurate and timely logging of all work requests, issues and problems received from merchants via phone or email Perform new account setup and configuration for merchants within agreed service levels and maintain / update existing accounts Responsible for daily actioning of Chargebacks and Dispute processing requests within industry-stipulated timeframes using established corporate guidelines and processes Action all merchant / partner requests within defined response times and agreed service levels to achieve superior-quality customer service Provide first- level operational support to merchants and partners via phone and email and log and escalate technical issues to internal teams as required Identify, drive and document the problem resolution and troubleshooting process for all operational issues with help from key stakeholders Timely reporting, referral, follow-up and escalation of internal and externalmerchant issues to minimize disruption to service and overall impact to the clients' merchants Provide consultative servicing to meet merchant and company objectives and foster positive relationships with the merchant community, business partners and internal departments Keep up to date with new MW product/service enhancements as well as internal system and process updates to ensure currency Communicate clearly to merchants/partners about new product features and articulate product/system functionality of existing MW solutions through experience gained over time and/or on-the-job training Provide regular updates to merchants on the progress of queries, requests or issues and manage expectations Proactively contact merchant groups and continue to improve the relationship with those merchants Responsible for accuracy of communication, data and reports provided to merchants and partners Provide support for onboarding activities, as required Raise inconsistencies and problems with business processes to improve overall efficiency and productivity Proactive contribution towards achieving team targets/KPIs Adherence to Merchant Warrior policies, procedures and corporate culture What we are looking for Strong work ethic - a &aposCan do' attitude and keen to bring a high level of enthusiasm to work Excellent customer service skills and happy to engage with customers over the phone and email with a genuine interest in customer satisfaction Advanced verbal and written communication skills High attention to detail with minimal errors during merchant/ partner account configuration and other daily work tasks Self-driven and enjoy investigating issues, troubleshooting problems and finding resolutions Motivated learner interested in the Payments industry and wanting to constantly learn about new and evolving paradigms in Payments Excellent time management, decision-making and prioritisation skills Advanced negotiation and conflict resolution skills Good computer skills including Microsoft Office suite of applications, Adobe Acrobat Familiarity with Deskpro helpdesk software and/or Sharepoint content management systems is not mandatory but advantageous Desired Experience & Knowledge 2-3+ years of experience in Customer Service with prior experience gained in the Payments ecosystem (Payment Processors/Payment Facilitators/Payment Gateways, Acquiring banks (Merchant Onboarding/Support teams), Fintechs or Payment schemes like VISA, Mastercard, AMEX etc) Some familiarity with Payments Industry terminology and Merchant Acquiring processes is an advantage Handled Finance-Billing account - preferred Basic comprehension of online payments/ ecommerce/ Payment Gateways etc CS and Tech Support BPO background Fintech experience, will be considered as nice to have You will be assigned to a mentor who will assist and provide you on the job training Need strong communication skills (High B2 to C1 minimum) Show more Show less