Merchant Experience Consultant

Tap Payments  

Provide quality customer care to inbound calls, chat and emails

Accurately categorize the reason for the customer call/chat

Raise support tickets with complete information to enable tracking and resolution of customer requests

Investigate and resolve customer complaints then close support tickets

Maintain a database of customer information

Escalate inquiries to the appropriate team

Assist customers with registration or account creation

Respond promptly to customer inquiries

Maintain a positive, empathetic, and professional attitude

Capture customer satisfaction at the end of every interaction.

Stay updated on emails and be updated and familiar with all supporting documents on the knowledge base

Contribute positively towards the achievement of performance targets in all aspects of the team s activities

Proactively provide solutions or improvements to Tap management that deliver improved complaints management processes for Tap Customers and where possible reduce the volume of complaints

Support a good team and working environment by assisting fellow employees and participating constructively in team objectives.

Work on a shift basis. (remote outside of business hours)

Carry out other duties, as assigned based on the demands of the business and growth of the role