Hybrid Merchant Support Specialist

Posted last month

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About the role

  • Supporting customers on a daily basis, resolving their inquiries and educating them about Volt's product,
  • Establishing and maintaining close relationships as the first point of contact for Volt's customers,
  • Cooperating with various internal teams (technical and commercial) and conveying customers' feedback on the product,
  • Act as first line of support for customers from all over Europe via a ticketing tool,
  • Maintain a professional and positive attitude toward customers at all times,
  • Be a Volt product expert to answer customers’ questions,
  • Manage escalations and ensure customers are provided with the best service,
  • Handle customer complaints,
  • Keep records of customer interactions, transactions and complaints,
  • Proactively identify improvement opportunities for customers,
  • Handle communication with banking and business partners,
  • Work with other teams (Tech Support, Account Management) to achieve professional customer experience.

Requirements

  • You have 1-3 years of experience in a customer-facing role,
  • You possess experience working with customer service ticketing systems,
  • You possess excellent communication skills in written and spoken English (minimum C1) and Polish,
  • You are able to perform basic data analysis tasks,
  • You have lots of empathy and professional attitude with a problem-solving mindset,
  • You have excellent organisational and self-management skills with the attention to detail,
  • You are driven by proactivity, you take initiative and have curiosity to learn more about the industry, product, and customers.,
  • Nice to have: You possess knowledge of financial/payment area gained in your previous roles.

Benefits

  • We champion ‘extreme ownership’ – being not just the owner of your own tasks, but a key member of a team united by, and accountable for, common goals,
  • During the week we mostly work remotely but for those who prefer to be in the office we arranged coworking spaces in Warsaw (Business Link Astoria) and Cracow (Loftmill),
  • Every week our employees meet and enjoy working together at the Puro Hotels in Cracow (on Thursdays), Warsaw (on Tuesdays) and Gdansk (Mondays). There is always an opportunity to eat lunch together and grab some drinks after hours,
  • Every occasion is a good reason for celebration; we organise Christmas parties and company retreats,
  • We care about our employees’ health, so you will be provided with Multisport card and medical insurance by Luxmed,
  • We offer paid holidays (pssst...we will give you one day off extra for your birthday),
  • In addition, once every two months on Friday we close down all comms at Volt - a digital detox. The whole business is officially ordered to take the day off!,
  • If you want to work in a company with a great, start-up atmosphere, you don’t have to look further :)
  • At Volt, diversity and inclusion are integral to our culture. We believe in hiring for cultural add, embracing difference and fostering a safe space where everyone can bring their authentic selves. Our mission is to transform the payments industry and this is only possible through the power of our diverse and talented team.

Job title

Merchant Support Specialist

Job type

Experience level

Junior

Salary

PLN 10,000 - PLN 13,000 per month

Degree requirement

No Education Requirement

Location requirements

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