Merchant Experience Consultant
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Key skills for this role
About the Role
Provide quality customer care, resolve complaints, maintain databases, and support team objectives while requiring strong communication and problem-solving skills.
Key Skills for This Role
Full Job Posting
Overview
- As a Tapster you will:
- Provide quality customer care to inbound calls, chat and emails
- Accurately categorize the reason for the customer call/chat
- Raise support tickets with complete information to enable tracking and resolution of customer requests
- Investigate and resolve customer complaints then close support tickets
- Maintain a database of customer information
- Escalate inquiries to the appropriate team
- Assist customers with registration or account creation
- Pass customer feedback onto the product or sales team to improve the organisation s offerings
- Respond promptly to customer inquiries
- Maintain a positive, empathetic, and professional attitude
- Capture customer satisfaction at the end of every interaction.
- Stay updated on emails and be updated and familiar with all supporting documents on the knowledge base
- Contribute positively towards the achievement of performance targets in all aspects of the team s activities
- Proactively provide solutions or improvements to Tap management that deliver improved complaints management processes for Tap Customers and where possible reduce the volume of complaints
- Support a good team and working environment by assisting fellow employees and participating constructively in team objectives.
- Work on a shift basis. (remote outside of business hours)
- Carry out other duties, as assigned based on the demands of the business and growth of the role
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