Position Summary:
We are seeking a highly motivated and detail-oriented Customer Service Specialist to join our Merchant Expert team.This is not a typical reactive support role, you’ll take ownership of merchant relationships, anticipate issues before they arise, and go the extra mile to ensure exceptional outcomes. You’ll handle high-impact situations, including escalations from account managers and complex restaurant ownership changes, with confidence and care. Success in this role means picking up the phone before problems escalate, driving retention with strategic outreach, and finding win-win solutions that strengthen partnerships. We want someone who thrives on solving challenges, communicates with clarity, negotiates effectively, and takes pride in exceeding merchant expectations.
Key Responsibilities:
- Escalation Management:. Act as the POC for merchant escalations from account managers. Take full ownership, investigate, find root causes, and resolve complex issues effectively. This includes both outbound and in some cases possible inbound calls to resolve issues.
- Collaborate: cross-functionally with Central and Ops teams and AM’s to resolve merchant/process issues and drive satisfaction
- Change of Ownership Process & Proactive Account Management: Own the end-to-end process for restaurant change of ownerships. This includes:
- Initiating contact with the new and previous owners. (call to explain COO process and set correct expectation regarding timeline & comm)
- Collecting, verifying, and processing all necessary legal and financial documentation in a timely manner.
- Coordinating with internal teams (e.g., Legal, Finance, Onboarding) to ensure a smooth transition.
- Proactively managing communication with all parties to prevent delays and provide status updates.
- Handle all interactions with merchants in an account management style, focusing on building long-term relationships and ensuring their continued success on our platform.
- Utilise outbound calls as a primary tool to ensure high-touch service, confirm satisfaction, and expedite the return of documents and completion of tasks.
- Anticipate merchant needs and proactively offer solutions before issues are reported.
- Churn Management:
- Utilise basic churn management training to identify at-risk merchants and implement strategies to retain them, particularly during periods of transition or high-stress escalations.
- Address and resolve concerns that could lead to merchant churn, turning negative experiences into positive outcomes.
- Documentation & Reporting:
- Maintain meticulous records of all merchant interactions, ownership changes, and escalation resolutions in Bliss/Salesforce
- Provide clear, regular updates to account managers and leadership on active cases.
- Surface patterns and recurring issues to improve processes and enhance our product offering.
Qualifications:
- Minimum of 6 months experience in a customer service, account management, or merchant support role.
- Exceptional verbal and written communication skills with a professional and empathetic tone.
- Outstanding work ethic, attention to detail and curiosity
- Ability to adapt to a constantly evolving fast-paced environment
- Speed, resourcefulness, and go-getter attitude.
- Highly responsive and data-oriented attitude, able to take the initiative and maintain high-quality relationships with all kinds of partners
- Proven experience handling complex, escalated customer issues with successful outcomes.
- Demonstrated ability to manage multiple priorities and projects simultaneously in a fast-paced environment.
- Strong problem-solving and analytical skills, with the ability to troubleshoot issues independently and take initiative to find effective solutions.
- Comfortable using outbound calls to build relationships and meet goals.
- Work well with others, sharing knowledge and ideas to improve processes, enhance user experiences, and create a better work environment.
- Language: English
What We Offer:
- Sales and Churn Management Training
- The opportunity to make a significant impact on our merchant partners' success.
- A collaborative and supportive team environment.
- Opportunities for professional growth and development within the company.