As a company, eCOMM has grown significantly from its early days as an emerging fintech within the Card Payments sector, to an established business with 2,000 + Merchants. Having successfully transformed our IT back-end from a traditional Data Centre model to a 100% Virtual Cloud model, we have now moved to the next phase of our Digital Transformation journey which is to re-architect a number of core internal business processes leveraging intelligent workflow-led technology coupled with a knowledgeable and proficient Business Operations workforce.
Reporting to the Business Operations Control Manager, the main purpose of this role is:- a) Front-Line Call Handling; b) Second-Line Resolver; c) Merchant Account Setup; d) POS Terminal Setup, Maintenance and Support and e) Task Assignment Delivery.
Responsibilities & Accountabilities:
· Front-Line Call Handling
o Operating within a team-based rota system, the role-holder is responsible for handling Merchant Incidents and Requests – initially via phone and email.
o The Role-Holder is responsible for ensuring Caller Identification & Verification (IDV) is carried out as standard.
o The Role Holder is required to establish the purpose of the call as quickly as possible and then decide as to whether it can be resolved quicky – while on the call, or if it will require a Ticket to be raised in which case the Caller will receive a call-back response.
· Second Line Resolver
o This requires dealing with escalated Merchant Incidents and / or Requests via the Ticketing Management System - JIRA.
o Conduct one-to-one and class-led training on an on-going basis to improve overall knowledge of the processes, systems, and payments areas (knowledge sharing).
o Over time, as the Role Holder becomes more knowledgeable of the processes and systems, (s)he will have the opportunity to hone their skills, ultimately the Role Holder to become a Subject Matter Expert (SME) in one or more areas.
· Merchant Account Setup
o This involves following the Merchant setup procedure to create new Merchants across all of the relevant systems – Merchant Database, ACQ and/or ACP. The Role Holder needs to follow the procedure to ensure the Merchant is setup correctly.
o Merchant Account Setup requires dedicated concentration, and it is therefore expected that when the Role Holder is in the process of doing this this that (s)he will not be answering calls, so this needs to be scheduled within the team on a day-to-day basis.
o The Role Holder will also be required to make amendments from time to time to the Merchants on these systems – this will always be preceded by a either an Incident or Request Ticket, or via a Task Assignment.
o Conduct one-to-one and class-led training on all aspects of Merchant Account setup and maintenance on an on-going basis (knowledge sharing).
· POS Terminal Setup, Maintenance and Support
o The core aspects of this function are to initialise and setup POS Terminals, deal with front-line and second-line Terminal Incidents and Requests and carry out configuration updates and changes to the POS Terminal software. Additional aspects are Stock Control, Maintenance & Repair and Terminal SIM Management.
o Setting up POS Terminals is a detailed job and requires dedicated concentration so as to limit the potential for estate-wide problems. It is therefore expected that when the Role Holder is in the process of doing this that (s)he will not also be answering calls, so this needs to be scheduled within the team on a day-to-day basis.
o Conduct one-to-one and class-led training on all aspects of POS setup, maintenance, and support on an on-going basis (knowledge sharing).
· Task Assignments
o From time-to-time, Role Holder will be expected to carry out specific tasks related to one or more of the Payment Systems or devices.
· Key Performance Indicators (KPIs)
o KPIs will be determined when a new Call Management solution is in place. This Call Management solution will be linked to both the Merchant Database and Jira and will assist the Role Holder in carrying out this function.
o The KPIs will then be used to drive an overall continuous improvement programme across the company.
Qualifications & Experience:
· Attention to detail and ability to follow instructions is an essential requirement for this role
· Excellent communications skills with an ability to interact with customers, staff, and management at all levels
· Excellent written and verbal communications skills is essential
· Previous experience of working within a Call Centre environment would be beneficial
· Must be flexible to changing working conditions and willing to ‘go the extra mile’ to resolve issues as and when required
· Ability to stay controlled under pressure and operate to tight timeframes
· Demonstratable documentation experience – Word, Excel, PowerPoint fluent
· Good task-management, time-management, and problem-solving skills
· Previous exposure of working in a financial or fintech organisation would be an advantage
· Must be willing to work outside of standard working hours on occasion.
Job Type: Full-time
Pay: €30,000.00-€32,000.00 per year
Work Location: In person
Reference ID: 2024
