Bambora Inc., A Worldline Brand (Victoria, BC)
Bambora, a Worldline brand is on a mission to shape ‘the most customer-focused payments experience’. Join our team in Victoria, BC, as a Customer Support & Merchant Onboarding Specialist where you will have the chance to support our customers by managing the activation of accounts and ongoing account support.
As a Customer Support & Merchant Onboarding Specialist every day there will be a wide variety of questions presented to you. Answering these questions will require that you draw on your superior listening skills. It is important that you have a solution-oriented mindset and can see the bigger picture in the customers’ needs.
In this role you will:
You’ll strive to make all customers happy, which means answering their questions through the phone, email, and chat, providing them with information and education on our platform. You’ll act as the “voice of our customers” – you’ll always be listening and sharing their feedback across the organization.
You will support the onboarding of new customers by effectively processing and managing real time activation requests.
You will work as part of a team to provide proactive experiences – you will regularly make suggestions and implement these suggestions. You’ll focus on documentation, maintaining detailed notes of your interactions, documenting problems, and solutions for other Specialists to use. You’ll interface with many areas of our business in a truly collaborative fashion.
You will support merchants by validating onboarding specifications and performing quality assurance on different applications, ensuring we adhere to quality service standards.
You will complete audit checklists for newly boarded accounts in accordance with bank requirements.
You’ll collaborate daily with other teams and departments, including Sales and Boarding, to support a learning environment and promote an amazing customer experience! Similarly, you will actively participate in our feedback culture, knowing that open communication is essential to building a high-performance team.
Who you are
You are passionate about customer service – truly. You feel your best when you’re helping others.
You’ll be someone who genuinely enjoys learning and taking on new tasks – you have a curious mindset and are always asking questions.
You get things done and are highly motivated. When the day demands it, you are able to multi-task and reprioritize your work to meet deadlines and SLAs.
You are a strong team player; someone who truly enjoys collaboration and working with others.
You have a positive predisposition and are an optimist at heart.
You take ownership. You act with and embody trust and integrity in your day-to-day work.
You have an active interest in working in a high technology environment.
You perform your best by setting goals, tracking progress, and working to achieve them. Where goals need to be adjusted, you work with the Manager of Customer Care to ensure these adjusted goals support our team and company goals.
It would be great if you had
Experience working with a Ticketing tool – such as Zendesk.
Fundamental working knowledge of Microsoft Suite.
E-Commerce or card scheme experience and knowledge - major bonus!
Who We Are
We are proud to come together as innovators, service engineers, financial advisors, marketers, and digital masters. We are champions of everyday commerce. We do not wait for change but see it as our mission to challenge; push the boundaries, redefine normal, and thereby achieve the extraordinary.
The payment market is rapidly changing, and Bambora, a Worldline Brand is a part of that change. We are a payment company with a global presence and a mission to simplify payments for small and midsized merchants whether that business is in-store, online, or in-app. In November 2020, we became part of Worldline, one of the world's largest payment companies, which provides increased opportunities for us to simplify payments and help customers grow worldwide.
In North America, we are globally minded with a start-up atmosphere. You will experience this in your everyday life as a Worldliner.
Worldline [Euronext: WLN] is the European leader in the payments and transactional services industry and #4 player worldwide. With its global reach and its commitment to innovation, Worldline is the technology partner of choice for merchants, banks, and third-party acquirers as well as public transport operators, government agencies, and industrial companies in all sectors. Powered by over 20,000 employees in more than 50 countries, Worldline provides its clients with sustainable, trusted, and secure solutions across the payment value chain, fostering their business growth wherever they are. Services offered by Worldline in the areas of Merchant Services; Terminals, Services & Solutions; Financial Services and Mobility & e-Transactional Services include domestic and cross-border commercial acquiring, both in-store and online, highly secure payment transaction processing, a broad portfolio of payment terminals as well as e-ticketing and digital services in the industrial environment. In 2019 Worldline generated a proforma revenue of 5.3 billion euros. worldline.com
Worldline provides equal employment opportunities to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.
To apply, visit https://jobs.worldline.com/job/British-Columbia-Vancouver-Customer-Support-Specialist-Brit/730775202/
Job Type : Full-Time
Location : Victoria, BC, Remote
Experience Level : Junior Level, Entry Level, Intermediate Level