The Merchant Experience team is tasked with three main duties: resolving merchant issues to prevent merchant attrition; proactively communicating with merchants via outbound calls to ensure customer satisfaction by reviewing pricing or addressing any unresolved issues, taking steps to ensure a more positive customer experience through relationship-building; and gathering and reporting insight into merchant complaints and dissatisfaction so the business can take tangible action to improve products and services.
Main Duties / Responsibilities
- Provide world-class customer service and support to all customers;
- Handle inbound and outbound calls, emails, customer feedback escalations, and all other assigned tasks in a timely and professional manner, and to the required quality;
- Perform root-cause analysis to identify and resolve issues in order to avoid negative outcomes;
- Work with other departments to ensure that customer issues are resolved in a timely manner and to the customer’s satisfaction;
- Take preventative action on all cases to help minimize the number of times customers must call in for assistance;
- Conduct routine outbound follow-up with customers that have unresolved issues or are otherwise dissatisfied in order to proactively address customers’ concerns and prevent future attrition;
- Thoroughly document and record key learnings around customer issues, communicate issues internally and provide reporting to management as needed.
Requirements
You are recognized for:
- Your experience in customer service, retention, or sales;
- Your excellent communication skills to effectively interact by phone and email;
- Your effective note-taking and documentation skills;
- Your strong analytical skills and ability to understand billing, contractual, and/or technical issues;
- Your aptitude for building rapport and trust among others quickly;
- Your motivation in working in a challenging, fast-paced environment;
- Your excellent organization and time-management skills;
- Your outstanding work ethic and attendance.
Working Language
- English (written and spoken) is the language used 99% of the time, as work colleagues and clientele are both geographically dispersed within and outside of Quebec.
- Internal communications between colleagues occur in English or in French, depending on the parties involved. Strategic suppliers are located outside of Quebec.
Benefits
Nuvei offers a wide variety of benefits which include Medical, Dental, Vision, Disability leave, Paid Vacation, Paid Sick Time, RRSP and many other great benefits.
Nuvei perks also include:
- Frequent training programs on new systems and platforms.
- Free Virtual yoga, meditation and fitness classes, community involvement, and many social activities.
- Possibilities for advancement in various fields.
- Modern, dynamic and pleasant work environment.
- Ability to work from home.