A growing payments company with offices in Limassol is working in partnership with GRS to hire a Senior Customer Support Agent for their Limassol based team. In this role you will be responsible for delivering exceptional service to our customers by assisting with inquiries, troubleshooting issues, and ensuring that our payment solutions run smoothly. If your profile meets the below requirements, we look forward to hearing from you today.
MAIN DUTIES AND RESPONSIBILITIES
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Provide expert support to Merchants and Customers via email, live-chat, phone and other communication channels.
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Resolve technical and non-technical issues related to payment services, mainly focused on transaction queries, performance metrics, disputes & fraud, settlements, and system functionality.
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Troubleshoot and resolve reported payment gateway issues, ensuring accurate and timely solutions.
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Handle escalated and high-priority Merchants and Customers concerns, ensuring customer satisfaction and a positive resolution.
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Proactively suggest improvements to processes, workflows, and customer experiences based on insights gained from direct customer interactions.
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Maintain and update customer support knowledge base, FAQs, Help Centre and troubleshooting documentation.
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Analyze trends in Merchants and Customers inquiries and issues, preparing reports for management to identify areas for improvement.
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Work closely with technical, product, and operations teams to ensure Merchants and Customers issues are escalated and resolved quickly.
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Work closely with Compliance, AML and Finance teams to obtain relevant information where needed
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Review analytics on Merchants and Customers performance and suggest solutions, improvements and new products that will provide additional value
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Abide to the Support departments SLAs and KPIs and help the department's manager to keep track of those
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Keeping up to date with new company processes, procedures, products and features so they can keep the Merchants and Customers informed
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Have introductory calls with Merchants and Customers for Product demonstration and best practices review
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Keeping the relevant departments up to date with Merchants and Customers concerns around each area and identify improvements with them where needed
CANDIDATE PROFILE
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Minimum of 3 years of experience in a customer support role in the payments industry, including acquiring and payment gateways experience is a must.
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Strong understanding of payment services, terminology, payments infrastructure and regulations.
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Proven experience handling complex customer inquiries and complaints, with a high level of professionalism and empathy.
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Experience with customer support software (Zendesk, Freshdesk, or similar platforms) and CRM tools.
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Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users. (English)
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Strong problem-solving skills and the ability to work under pressure.
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Passion for learning & staying up to date with new product features, payment regulations, and industry best practices.
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Ability to work independently and as part of a team in a fast-paced, dynamic environment.
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Detail-oriented with excellent time management and organizational skills.
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A customer-first mindset with a passion for delivering exceptional service.
COMPANY BENEFITS
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Flexible working hours
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Hybrid work model
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Homemade Lunch Mon-Thu and happy hour on Fridays
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Medical Insurance after the probation period
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Corporate/team/special events
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Training/Seminar funding on Industry-related topics
Due to the high volume of applications, we receive at GRS Recruitment, only shortlisted candidates will be responded to.
To apply for this position, please email your CV to
Ioulia Ananikidou, ioulia@grsrecruitment.com quoting the above job reference or call +357 25 342 729 for further information.