Customer Service Representative (Merchant Team)

Wirecard AG is one of the world’s leading independent providers of outsourcing and white label solutions for electronic payment transactions. The Wirecard Group has been supporting companies in accepting electronic payments from all sales channels. A global multi-channel platform bundles international payment acceptances and methods, supplemented by fraud prevention solutions. When it comes to issuing their own payment instruments in the form of cards or mobile payment solutions, Wirecard provides companies with an end-to-end infrastructure, including the requisite licenses for card and account products.


Wirecard AG is listed on the Frankfurt Securities Exchange (TecDAX, ISIN DE0007472060, WDI).

Position: Customer Service Representative (Merchant Team)

Location: Singapore

Responsibilities:

JIRA Management and Issues Resolution

  • Ensure effective tracking and management of JIRA tickets to successful closure (able to articulate status at any point in time through resolution)
  • Engaging with CITI and required stakeholders to ensure resolution attained in a timely manner within SLA – KPIS requirements
  • Ensure JIRA tickets are raised correctly and that content is clear and accurate and written in a way that is clearly able to be understood and actioned against

Communications

  • Manage required communications to T4 merchants during issues resolution, product rollout and technical releases
  • Ensure Sales Operations are aligned with communications undertaken to and issues raised from T4 merchants
  • Ensure required WEP and portals used for communications are up-to-date content wise (Ensuring new content is loaded to align with merchant impact timelines)

Technical Operational Support

  • Work with stakeholders to ensure smooth process flow is documented for all merchant technical operational requests
  • Ensure T4 merchant request is handled promptly and professionally
  • Ensure T4 merchants receive timely update on support request

Merchant Commercial Support

  • Work with Sales operations to ensure that merchants searching for new commercial arrangements are effectively redirected and serviced
  • Ensure new T4 merchants are on boarded successfully and are able to effectively use WD online self-service portal (WEP)

Contact centre customer quality program establishment and execution (hard and soft measures)

  • Work with Customer services and Contact centre leadership to ensure that all call centre personnel are effectively using the tools and scripts to accurately identify and resolve merchant’s issues. Or capture the required information to ensure that level 2 is able to clearly understand issue and initiatives taken to address prior to escalation.
  • Establish and conduct mystery merchant calls, recording and sharing results so that the services provided can be continually improved and where possible extended to absorb possible level 2 activities

Requirements

  • 3 to 5 years of experience in call center environment is highly desired or in an established customer-service environment, preferably in a Banking / Finance industry
  • Good command in spoken and written English
  • Pays attention to details and have strong customer service skills
  • A team player who takes initiative and has the ability to assist the outsourced call center and its team members when required
  • Well-groomed with professional disposition and possess a positive, fun and enthusiastic personality
  • Have impeccable follow-through; must possess a can-do attitude and mindset
  • Excellent time management, organizational, communication and motivational skills


Benefits

  • World Leading Listed Organization
  • Attractive benefits
  • Excellent learning exposure