Job Description

Title
Specialist I, Merchant Support, Worldpay
Contact Centre
Reports To
Manager, Merchant Support or equivalent position
Position Overview
This role is to provide exceptional service to our merchants, partners, and resellers. Our
merchants and partners will call our call centre, seeking information on their daily deposits,
month-end statements, Payroc products, the status of deposits, etc. You will provide solutions
to their challenges, bridge knowledge gaps, and proactively recommend ways they can
maximise their revenue potential. You have an understanding that our merchants' success is
also our success.
This is a beginner role and during quiet times you will be able to do further learning and receive
coaching when needed. You will be able to reach out and ask questions when you are unsure
through varied methods such as chat and phone calls. You will work along with other team
members and help support each other.
Duties and Responsibilities

• Analyse merchants' payments-related issues, assist with disputes, and provide sustainable solutions
• Collaborate with other internal teams such as technical support, fraud and risk, business development, settlement, and product for cascading and or escalations of merchants' payment-related concerns
• Gain and maintain an in-depth knowledge of functionalities for all systems used by the Merchant Support Team
• Assist with exceptional and unusual situations or customer concerns with merchant processing and equipment
• Ensure that superior customer service is provided to merchants. Working directly with merchants, Agents, operational departments, and partners to handle challenging or complex Merchant and card security questions and concerns.
• Contribute to process improvement in merchant support by identifying sources of merchant issues, recognizing trends, and sharing reports with the Merchant Support Leads and Manager.
• Use Microsoft and CRM to a good standard to record notes and interactions

Qualifications

• Beginner to Intermediate Functional Skills - Understanding of the role prior to initial training. Working to build a solid knowledge base and may need support and guidance to apply learning.
• Customer Service - Professionally manages difficult or emotional customer situations, responds promptly to customer needs and responds to requests for service and assistance.
• Proactive Mindset - Able to proactively identify gaps in processes or products that could potentially lead to merchant churn.
• Product Knowledge - Gain an excellent knowledge of our portfolio of products and services to understand merchant's needs.
• Interpersonal Skills - Must be able to work with leadership to increase knowledge and identify trends and bottlenecks.
• Ability to Multitask - Provide good customer service to make sure each Agent feels like they're the only customer that matters.
• Time Management - Must be able to prioritise and use time efficiently based on the importance level of the issue at hand.

Travel Component

• Remote

Hours
2:30 pm to 11:00 pm (GMT)
Working Conditions

• Extensive desk-based work, including prolonged periods of computer use and administrative tasks.

Equal Opportunities
Payroc is committed to providing equal employment opportunities and maintaining a work environment free from discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, colour, religion, national, social or ethnic origin, sex, age, disability (physical, mental, or sensory), sexual orientation, or any other characteristic protected by applicable laws.
We also provide reasonable accommodation for individuals with disabilities. To request accommodation, please contact the Human Resources Department at HR@payroc.com.
Compensation and Benefits
Our compensation framework is aligned with local UK market benchmarks. Actual pay may vary based on location, role-specific expertise, skills, and experience. Depending on the role, additional compensation - such as performance-based bonuses or incentives - may form part of the overall reward package.We offer a comprehensive range of benefits designed to support your health, financial wellbeing, and overall quality of life, helping you thrive both at work and beyond.
Note to Agencies
Payroc does not accept CV submissions from agencies without an existing agreement. Please do not send unsolicited CVs to Payroc HR or our employees. Payroc is not responsible for any fees associated with unsolicited submissions.

Skills Required