Work from home (Remote) or any of our US offices – Atlanta, GA; Minneapolis, MN; Naples, FL
Founded in June 2017, ConnexPay is a payments company creating game-changing technology that is transforming modern e-commerce. As an innovative financial technology and payments company, ConnexPay offers combined payment acceptance and issuance processes inside a single solution to enterprise corporations that provide intermediary services (i.e., online travel agencies, online marketplaces, e-commerce brokers, etc.). The company’s technology reduces payment risk and lowers the cost of payment acceptance. Through our people, ConnexPay is poised to become the industry leader in payments for industries historically viewed as high-risk to payment providers and sponsor banks.
In October 2022, ConnexPay announced a Series C funding led by FTV Capital, a sector-focused growth equity investor with more than two decades of experience in payments and financial services. This investment brings ConnexPay’s total funds raised to $145 million.
ConnexPay is proud of our culture, where we focus on employee engagement and customer satisfaction. Here our people feel comfortable voicing their opinions, which helps us build a safe environment for all. We are customer focused and truly believe that behaviors drive our culture — and our culture drives our results — always working as one team to win.
We are looking for an exceptional Customer Care Consultant to join our dedicated and growing team. The candidate will interact daily with our global customers by researching and responding to requests, solving problems, and using strong organizational skills to provide exceptional and personalized account support. This position will support clients in Europe and therefore be required to start work at 5:00 am Eastern time. This position reports to the Customer Care Manager.
- Customer Support: Handle incoming customer inquiries. Assist customers in resolving product-related issues, answering questions, and providing appropriate solutions.
- Issue Resolution: Investigate and troubleshoot customer problems, identify root causes, and take necessary steps to resolve issues. Escalate complex problems to the appropriate teams or departments for further assistance and follow-up.
- Product Knowledge: Develop a deep understanding of our products, services, and policies. Stay current with product updates and changes to provide accurate information to customers.
- Customer Engagement: Build rapport and maintain positive relationships with customers. Engage in active listening to understand their needs and concerns effectively. Provide personalized assistance and recommendations based on customer requirements.
- Complaint Handling: Handle customer complaints with empathy and professionalism. Work towards finding mutually beneficial resolutions and ensuring customer satisfaction.
- Documentation and Record Keeping: Maintain accurate and detailed records of customer interactions, inquiries, and transactions in the CRM system. Update customer profiles and databases with relevant information.
- Collaborative Support: Collaborate with cross-functional teams globally, including sales, technical support, and product development, to address customer inquiries and issues that require specialized expertise.
- Customer Feedback: Gather customer feedback and insights on products, services, and customer experience. Provide feedback to the appropriate teams to drive continuous improvement.
- Quality Assurance: Follow established protocols and guidelines to ensure consistent and high-quality customer service. Adhere to company policies, procedures, and service level agreements.
- Training and Development: Stay updated on industry trends, customer service best practices, and product knowledge through training sessions and self-study. Continuously enhance your skills to deliver exceptional customer care.
- Bachelor’s degree or equivalent work experience.
- 1+ years’ experience working with payments acquiring or card issuing required.
- Proven experience in customer service, account management, or customer implementations.
- Ability to analyze situations and issues; identify options, draw logical conclusions, and sound inferences; determine and recommend practical sources of action using good judgment and strategic thinking.
- Excellent organizational, analytical, communication, and critical-thinking skills.
- Strong teamwork and collaboration skills.
- Empathy and patience to manage challenging customer situations.
- Proficiency in using customer service software, CRM systems, and basic computer applications, with the ability to learn new software quickly.
Benefits and Perks
ConnexPay offers an attractive compensation package reflecting the scope of the role. Other benefits include:
- Unlimited vacation: Take as much time off as you need.
- Company stock: Every ConnexPay employee has ownership in the company.
- Retirement savings: Immediate entry into 401(k) plan with company match.
- Excellent benefits: Medical, dental, and vision insurance options, plus company-paid life and AD&D insurance.
- Flexible work locations: Work from home, an office, or wherever you feel comfortable and productive.
- Autonomy: You’ll enjoy independence and responsibility for your role.
- Career advancement: Growth opportunities are endless at our successful, early-stage company.
ConnexPay is an Equal Opportunity Employer and does not discriminate against any employee or applicant because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.
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