The partner services team is responsible for handling all incoming calls, emails, and requests from our US Partners. Daily duties range from billing/statement questions and addressing any customer service needs to various technical support items such as file build modifications and deployment requests or modifications. The goal of the Partner Services team is to ensure a positive customer experience through relationship-building and gathering and reporting insights into Partner complaints or dissatisfaction, so the business can take tangible action to improve products and services.

　　Requirements

　　· Answer inbound customer service and technical support calls, emails and tickets from our Partners.

　　· Work with other departments to ensure that Partner issues are resolved in a timely manner and to the Partner’s satisfaction.

　　· Manage difficult interactions in a professional manner, and always foster Partner loyalty.

　　· Take preventative action on all cases to help minimize the number of times Partners and customers must call in for assistance.

　　· Identify trends and report them to promote continuous process improvement.

　　· Understand Partner buy rates and commissions to resolve Partner concerns when necessary.

　　· Perform any other related tasks that are deemed essential to the success of the company and to the satisfaction of our Partners and merchants.

　　Qualifications

　　· Minimum High School Diploma, Bachelor’s preferred;

　　· 1 year of experience in US Customer Service, Retention and/or Sales;

　　· Excellent communication skills to effectively interact by phone and email;

　　· Ability to take notes and document well;

　　· Strong analytical skills and ability to understand billing, contractual, and/or technical issues;

　　· Strong aptitude for building rapport and trust among others quickly;

　　· Motivation to work in a challenging, fast-paced environment;

　　· Excellent organization and time-management skills;

　　· Outstanding work ethic and attendance