Merchant Experience Consultant

Tap Payments  

As a Tapster you will:

• 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
• Pass customer feedback onto the product or sales team to improve the organisation s offerings
• 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