As an EU Merchant Client Service Account Manager within our Merchant Services team, you will play a crucial role in providing exceptional customer service. Your primary responsibilities will include resolving customer issues, coordinating and prioritizing tasks, and maintaining attention to detail. You will interact with various teams across Europe and provide active support via email and conference calls to troubleshoot corporate merchant accounts. Your focus will be on delivering Ease, Expertise, and Great Experiences at Every Customer Interaction. This role offers the opportunity to work in a highly regulated environment, ensuring appropriate policies, procedures, and controls are in place and followed to control risk and exceed our customer expectations.

Job Responsibilities

• Provide account management support to merchant clients (primarily by email) as per agreed SLAs to support day to day inquiries, as well as change requests submitted by Merchants
• Partner with internal teams to resolve inquiries and troubleshoot issues, ensuring follow-up on any agreed actions
• Provide daily support for Sales partners on issue resolution and act as a point of contact for escalations
• Operate in a highly regulated environment, ensuring appropriate policies, procedures and controls are in place and followed to control risk and ensure we deliver and exceed our customer expectations
• Use a client relationship management (CRM) tool to track correspondences and results
• Offer feedback and participate in projects for process improvements in a team enviroment
• Ensure accurate and timely responses to maximize individual scorecard potential
• Treat every client interaction as an opportunity for customer retention and demonstrating the value of the business

Required qualifications, capabilities, and skills

• Customer service experience, with a focus on excellence, servicing customers in an eCommerce or financial services environment
• German/English bilingual is required
• Ability to deliver on KPIs and execute on process improvements and project work
• Excellent communicator and listener, both verbally and in writing
• Ability to multi-task effectively and prioritize rigorously
• A self-starter, who confronts and escalates issues and barriers head-on and with an appropriate sense of urgency
• High degree of competency with computer software systems such as Microsoft Office, including using excel spreadsheets and building powerpoint presentations
• Agreeing to work in the office five days per week
• Agreeing to work during our operating hours, which includes bank holidays as required

Preferred qualifications, capabilities, and skills

• Knowledge of payment processing, merchant services and related procedures and products