Merchant Experience Advocate

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Nuvei A tiempo completo
Job Title: Merchant Experience Advocate

Job Type: Full-Time

Reports To: Supervisor, Merchant Experience and Loyalty

Nuvei is a leading fintech company accelerating the business of clients worldwide. We're seeking a skilled Merchant Experience Advocate to join our team.

Your Mission:

The Merchant Experience team is responsible for resolving merchant issues, proactively communicating with merchants, and gathering insights to improve products and services.

Key Responsibilities:

  • Provide world-class customer service and support to all customers.
  • Handle inbound and outbound calls, emails, customer feedback escalations, and other assigned tasks in a timely and professional manner.
  • Perform root-cause analysis to identify and resolve issues.
  • Work with other departments to ensure customer issues are resolved in a timely manner.
  • Take preventative action on all cases to minimize the number of times customers must call in for assistance.
  • Conduct routine outbound follow-up with customers to proactively address concerns and prevent future attrition.
  • Document and record key learnings around customer issues and provide reporting to management as needed.

Qualifications:

  • Experience in customer service, retention, or sales.
  • Excellent communication skills to effectively interact by phone and email.
  • Effective note-taking and documentation skills.
  • Strong analytical skills and ability to understand billing, contractual, and/or technical issues.
  • Aptitude for building rapport and trust among others quickly.
  • Motivation in working in a challenging, fast-paced environment.
  • Excellent organization and time-management skills.
  • Outstanding work ethic and attendance.

Working Language:

  • English (written and spoken) is the primary language used 99% of the time.

Benefits:

  • Medical Insurance
  • Paid Vacation Time, Paid Sick Time
  • Virtual yoga and meditation classes, as well as other opportunities to get involved in community outreach and employee engagement initiatives

Nuvei is an equal-opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace.

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