Customer Success Advocate

4 days ago

Jacksonville, Florida, United States PAYSAFE Full time
About Paysafe:

Paysafe is a leading payments platform that enables businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With over 20 years of online payment experience, an annualized transactional volume of over $130 billion in 2022, and approximately 3,300 employees located in 12+ countries, Paysafe connects businesses and consumers across 100 payment types in over 40 currencies around the world. Our integrated platform delivers mobile-initiated transactions, real-time analytics, and the convergence between brick-and-mortar and online payments.

Overview:

The Customer Success Specialist is responsible for ensuring the success of new customers by setting them up for success. This role requires strong communication skills, attention to detail, and critical thinking/problem-solving ability. The individual should also have a desire to learn and grow in industry knowledge as well as be able to proficiently multi-task in a fast-paced environment.

Key Responsibilities:

  • Provide exceptional customer service and retain merchants by building positive experiences by anticipating customer needs, suggesting alternatives, and resolving customer issues in a timely manner.
  • Maintain a positive, empathetic, and professional attitude toward customers always.
  • Consult with merchants to obtain documentation and assist with completion of account change requests.
  • Assist and collaborate with other team members and departments to meet service level agreements.
  • Collaborate with various internal departments to resolve customers' inquiries and identify, investigate, and escalate system issues as required.
  • Research items and transactions of the merchants' processing history and reconcile that data with various reports and documents.
  • Provide rate reviews/statement analysis to merchants and sales agents requesting competitive pricing.
  • Demonstrate a deep understanding and broad knowledge of customer relationship management systems, online portals, etc.
  • Promote brand positivity through excellence and obtaining customer reviews.
  • Able to provide information about company products and services.
  • Receptive to coaching/counseling and provided feedback with a positive attitude.
  • Assist by accomplishing personal and departmental goals while working effectively within the team.
  • Initiate and/or take part in department improvements and assist with other projects as directed by management.
Requirements:

  • High school degree or GED required; Bachelor's preferred.
  • 2+ years' experience in customer service or retention required.
  • 1-year payments or adjacent industry experience preferred.
  • Payment processing industry experience, preferred.
  • Passion for doing the right thing and upholding integrity and values.
  • Excellent time management and follow-up skills.
  • Excellent listening, oral, written, and interpersonal communication skills.
  • Ability to keep customer and company information confidential.
  • Demonstrated ability to work well in a team environment.
  • Fast learner, professional, ability to stay focused on assigned tasks.
Preferred Skills:

  • Proficiency in data entry skills, with 90% accuracy and a minimum of 60 WPM.
  • Proficiency in basic math skills required.
  • Experience with data entry, Microsoft Office, and other data programs.
  • Bilingual (Spanish) preferred.
  • Excellent knowledge of correct spelling, grammar, and punctuation.
  • Strong analytical skills required.
  • Ability to handle a high volume of calls within a fast-paced environment while maintaining high-quality service.
  • Active Listening: providing full attention to our merchants, demonstrating our ability to understand and solve problems quickly and efficiently while showing compassion and care.
  • Critical/Fast-Paced Thinking: providing a timely problem solve to merchants utilizing training and knowledge of the merchant services industry.
  • Strong initiative and dedication to high-quality support.
  • Effective and organized time management skills.
  • High-quality multi-tasking skills with superb attention to details.
  • Excellent written and verbal communication skills with all levels of colleagues, clients, vendors, etc.
  • Strong, proactive problem-solving skills and ability to reason with little or no guidance.
  • Self-motivated with excellent judgement and decision-making skills while utilizing reason.
  • Ability to work in a high-stress atmosphere with a fast-paced environment.
Life at Paysafe:

Our culture values humility, high trust & autonomy, a desire for excellence and meeting commitments, strong team cohesion, a sense of urgency, a desire to learn, pragmatically pushing boundaries, and accomplishing goals that have a direct business impact. We encourage you to apply even if your experience does not exactly align as we value diverse thoughts, experience, and backgrounds.

Equal Employment Opportunity:

We provide equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments, please let us know. We will be happy to help and look forward to hearing from you.

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