Customer Care Consultant

Connex Pay Job Opportunity

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.

This is how you'll help us succeed:

• 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 up to date 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, inquiry, 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.

Applicants for this role will have:

• Bachelor's degree (preferred) or equivalent work experience.
• 3+ years' experience working with payments acquiring or card issuing.
• 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, basic computer applications and ability to learn new software quickly.

Connex Pay offers an attractive compensation package reflecting the scope of the role. Other benefits include:

• Unlimited PTO:
  Freedom to take time off with no assigned set number of days.
• 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, scale-up stage company.

Connex Pay 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.

Thank you for considering Connex Pay as you explore your next…