Payee Care Specialist Customer Care

Founded in June 2017, Connex Pay is the first payments company to seamlessly combine both Pay Ins and Pay Outs into a single global platform that is transforming modern e-commerce. The flexibility of Connex Pay’s technology allows clients to manage all of their B2B payment needs, from acquiring sales, managing fraud, and paying suppliers. Connex Pay’s solutions are applicable across a broad spectrum of corporate payment use cases, including global travel, ticketing, insurance and warranty claims, loyalty and rewards, and media and advertising.

The company’s technology reduces payment risk and lowers the cost of payment acceptance. Through our people, Connex Pay is poised to become the industry leader in payments.

We are 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.

• Customer Enablement & Support:
  Serve as a frontline enabler by resolving customer inquiries via phone, email, and chat. Empower customers with product knowledge and solutions, escalating internally when needed to ensure resolution. Actively listen to customer needs and provide tailored guidance that enhances their experience and success.
• Supplier Enablement:
  Contact suppliers via email, webchat, and/or telephone to deliver payments, promote electronic payment adoption and enroll in the Connex Pay network. Contact suppliers via telephone to confirm bookings and ensure payments are processed in a timely manner, assisting with issues or concerns.
• Customer Engagement:
  Build trust and long-term relationships with customers through empathetic and professional interactions. Provide personalized recommendations that drive customer satisfaction and retention.
• Customer Feedback:
  Gather customer feedback and insights on products, services, and customer experience. Provide feedback to leadership to drive continuous improvement.
• Supplier Insights:
  Track supplier performance, analyze usage metrics, gather feedback to pinpoint improvement areas, suggest strategic changes, and share insights with internal stakeholders. Capture supplier feedback to guide product improvements and enhance the supplier experience.
• Quality Assurance:
  Follow established protocols and guidelines to ensure consistent and high-quality customer service. Adhere to company policies, procedures, and service level agreements.
• Product Knowledge:
  Develop and maintain deep expertise in Connex Pay’s products, services and policies. Stay current on product updates to deliver accurate, strategic support and enablement.
• Documentation and Record Keeping:
  Maintain accurate records of customer and supplier interactions in the CRM system. Ensure profiles and databases are updated to reflect the most relevant and actionable information.
• Training and Development:
  Continuously expand your knowledge through training and self-study on industry trends, customer care strategies, and product updates. Apply learnings to elevate the enablement experience for both customers and suppliers.

• Bachelor’s degree (preferred) or equivalent work experience
• 2+ years’ experience working with payments acquiring and card issuing
• 2+ years’ proven experience in customer service, payment delivery and supplier enablement
• Strong analytical and strategic thinking skills to assess situations and recommend solutions
• Excellent organizational, analytical, communication, prioritization 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, basic computer applications and ability to learn new software quickly
• Intermediate proficiency in Excel required
• Customer obsessed and results-orientated
• Ability to come into our Plano, TX office for onboarding/training at hire