Customer Experience Advocate

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Nuvei A tiempo completo
Merchant Experience Specialist Job Description

Nuvei is a fintech company accelerating the business of clients around the world. We are seeking a skilled Merchant Experience Specialist to join our team.

As a Merchant Experience Specialist, you will be responsible for resolving merchant issues, communicating with merchants, and gathering insights to improve products and services.

Key responsibilities include:

  • Providing world-class customer service and support;
  • Handling inbound and outbound calls, emails, and customer feedback escalations;
  • Performing root-cause analysis to identify and resolve issues;
  • Working with other departments to ensure customer issues are resolved in a timely manner;
  • Taking preventative action on all cases to minimize the number of times customers must call in for assistance;
  • Conducting routine outbound follow-up with customers that have unresolved issues or are otherwise dissatisfied.

Qualifications include:

  • 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.

Benefits include medical insurance, paid vacation time, paid sick time, and virtual yoga and meditation classes. 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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