As one of Afterpay’s Merchant Support Experience team members, you’ll be responsible for handling inbound queries from our Merchant partners assisting with questions and queries. This is a critical consumer facing role and we pride ourselves in delivering a seamless service to all of our merchants. We offer a blended contact strategy for our partners, the majority of which will be handled via voice alongside digital.
This role is based in Melbourne, VIC with hybrid working model (1-2 times a week in the office).
- Handle in-bound contact(Voice & Digital) from new and existing retail partners whilst meeting Service Level Agreements, including making outbound calls to the merchant and other business areas where appropriate
- Support on-boarding sessions with new and potential merchants by answering questions and providing insight into how the product works and how to sign up
- Update core details relating to existing merchants, which include bank details etc.
- Take ownership of designated queries and drive through to resolution
- Create merchant credentials in Admin Portal (our in-house system)
- Facilitate general account management queries and liaise with relevant business functions, seeking resolution
- Facilitate dispute resolution on behalf of consumers with our retail partners by investigating/information gathering and delivering clear and accurate information to be reviewed
- Identify ‘problem’ merchants and take prompt action to highlight to relevant stakeholders to avoid escalated issues
- Continuously highlight process improvement opportunities to reduce friction and improve customer/merchant satisfaction
- Make solid decisions balancing risk/regulation & cost impacts
- Provide support across other functional areas to ensure business priorities are delivered
