Merchant Support (Shifts)

Pay.com is looking for a Merchant Support Officer to join our dynamic team in Limassol. The successful candidate will be responsible for delivering exceptional service to our merchants by assisting with inquiries, troubleshooting issues, and ensuring that our payment solutions run smoothly.

Responsibilities:

• Provide expert support to merchants via email, tickets, live-chat, video calls and other communication channels.
• Resolve technical and non-technical issues related to payment services, mainly focused on transaction queries, performance metrics, disputes & fraud, risk rules, platform usage, settlements, and system functionality.
• Read transactions logs to understand reported issues by the merchants
• Troubleshoot and resolve reported payment gateway issues, ensuring accurate and timely solutions.
• Handle escalated and high-priority merchant concerns, ensuring merchant satisfaction and a positive resolution.
• Proactively suggest improvements to processes, workflows, and customer experiences based on insights gained from direct merchants’ interactions.
• Maintain and update Pay.com’s knowledge base, FAQs, Help Centre and troubleshooting documentation.
• Analyse trends in merchant inquiries and issues, preparing reports for management to identify areas for improvement.
• Work closely with technical, risk, legal, finance and operations teams to ensure merchant issues are escalated and resolved quickly.
• Work closely with the business development team to help them resolve merchant requests as needed.
• Work in 24/7 shifts after the successful completion of the training period.

Requirements:

• Analytical background including but not limited to Bachelor degree in Mathematics, Statistics, Data Analysis or relevant analytical professional experience.
• Online Payments experience and understanding of acquiring, orchestration and gateway operations
• Proven experience handling complex customer inquiries and complaints, with a high level of professionalism and empathy.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users. (English)
• Analytical and strong problem-solving skills are a must to be able to analyse merchant payments data and suggest solutions as required.
• Detail-oriented with excellent time management and organizational skills.
• A customer-first mindset with a passion for delivering exceptional service.

What we offer:

• Balance work between the office and home
• Medical Insurance after the probation period
• Provident Fund after the probation period
• Competitive Salary package reflecting the shifts’ structure