After-Sales Support Agent H/F
Viva Wallet, France

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
Unspecified
Total Vacancies
1 Job
Posted on
Apr 10, 2021
Last Date
May 10, 2021
Location(s)

Job Description

Viva Wallet is the first European payment fintech disruptor entirely cloud based over Microsoft Azure since 2010, now located in 23 EU countries. We devote ourselves to create a wonderful easier experience to businesses of all sizes, innovative acquiring and issuing services through terminals, Viva Wallet POS app and payment gateways for online stores. Furthermore, we offer business accounts with local IBAN and a business Viva Wallet Mastercard.

Within our expansion, we would like to add to our team in France a skilled an After Sales Support Agent who will be responsible for supporting new customers to ensure that their onboarding experiences are as smooth and problem-free as possible and that they have a positive introduction to using Viva Wallets services. The role will also involve pro-active follow-up calls with new customers as well as contacting non-transacting merchants to establish where issues exist and to win-back business where possible During your journey, you will have the opportunity to work closely with a dynamic sales team and country manager!

Key Responsibilities:

  • Support new customers to complete their onboarding processes and enable them to start transacting
    • Conduct follow-up calls with all new merchants within their first week with Viva Wallet to ensure they are happy with our service
    • Contact recent inactive merchants to help them re-activate with Viva Wallet
    • Promote Viva Wallet’s business Debit Card and the benefits of issuing
    • Act as 1st level contact point for our top 20 merchants
    • Engage with customers that wish to close their accounts and encourage them to remain with Viva Wallet
    • Engage with merchants who have stopped transacting and ensure business win-backs
    • Communicate promptly, professionally and effectively with new customers, utilising all communication methods including written, email, verbal and webchat
    • Act as a role model to other team members and promote and enhance the reputation of the Sales Support function, always adopting a professional approach to work
    • Be able to explain to senior managers why merchants have stopped transacting and be able to contribute to strategies and approaches designed to minimise the impact of such actions on the business
    • Be able to engage with other department (i.e. Sales, Customer Service and KYC) to resolve potential issues/bottlenecks that may be negatively impacting the overall customer experience
    • Be able to quickly identify and assess customer needs in order to achieve increased satisfaction, facilitate a smooth onboarding experience, and where possible to win back business from non-transacting merchants
    • Provide accurate and valid information by using appropriate methods and tools
    • Follow departmental procedures, guidelines and policies for communication, dealing with customer issues and escalation of more serious cases
    • Ensuring attention to detail, in particular with merchants who may have similar problems, and reporting problems as necessary through the appropriate channels
    • Developing and maintaining professional relationships with colleagues and stakeholders to always provide exceptional customer care and service
    • Supporting the wider sales function, in particular to ensure that merchants are not lost after the point of sale
    • Any other tasks as required by the Senior Management of the company

    Requirements


    Experience amp; Qualifications:

    • Significant experience (2+ years) working in a busy and high-pressure sales/sales support/customer service environment
    • Experience of working with relevant computer programs (i.e. CRM software), as well as multiple communication channels, including telephone, email, webchat systems and ideally Microsoft Teams
    • A proven track record of meeting and exceeding targets and adding value

    Personal Profile:

    • Excellent written and verbal communication skills and a sound commercial acumen
    • Strong stakeholder engagement skills and the ability to interact confidently and professionally with a wide variety of people at all levels
    • Strong problem solving and conflict resolution skills
    • The ability to remain calm under pressure and to deal with potentially emotive issues in a calm, professional and positive manner
    • The ability to work independently and to use own initiative
    • Excellent organisational skills and attention to detail
    • A passionate, tenacious and enthusiastic approach to work
    • A true team player who takes pride in their work and is committed to the future success of Viva Wallet.com Ltd.

    Benefits

    • A competitive salary, based on talent and experience,
    • Be part of the Joint Financial Com

    Job Specification

    Job Rewards and Benefits

    Viva Wallet

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