Customer Support Manager

Are you ready to write your next chapter?

Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.

We’re looking for a Customer Support Manager to join our ever evolving team to help us unleash the potential of every business.

Are you ready to make your mark? Then you sound like a Worldpayer.

The primary objective of this role is to ensure the successful delivery of ongoing revenue by ensuring that Worldpay for Platforms clients receive timely service and resolution of any enquiries, which maximises transaction processing through the Worldpay for Platforms Portal.

What you’ll own

Client Success Activities may Include any of the following:

• Provide exceptional customer service throughout the client life cycle, including the setup of The Portal access, fees, bank account information and other settings, as required
• Create any eDDRs as required
• Train clients on the use of The Portal/Xero as required
• Utilise customer interactions to identify upsell or cross sell opportunities
• Respond to existing clients change requests within The Portal
• Ensure all policies and process documents are updated and managed in line with changing business needs
• Maintain all Partner files
• Collaborate with the sales team to identify and grow opportunities
• Contribute to the development and execution of strategies to meet and exceed sales KPIs of self and the organisation
• Effectively communicate the progress of initiatives to internal and external stakeholders
• Prepare reports on account status
• Develop and undertake effective initiatives to positively promote client retention
• Assist with challenging client requests or issue escalations as needed
• Build and maintain strong, long-lasting customer relationships with a portfolio of partners and direct clients including their operational staff, sales staff, and marketing staff

• Proactively and regularly contact all clients within the portfolio via email and phone, with the objective of increasing transactions and revenue for Worldpay for Platforms, and developing new business from these existing clients
• Ensure all communications and touch points are recorded in Salesforce and ensure client data remains accurate and up to date as required
• Operate as the key contact for all matters relating to your portfolio of clients.

• Create integration access and send welcome emails to approved clients
• Promptly update Salesforce with records of opportunities, application form details, all stages of the sales support process and related activities
• Promptly update The Portal with client records including addition of services, accurately assigning relevant fees, and assigning to partners where necessary
• Contribute positively to the organisational culture
• Perform any other duties that fall within your skill set, that are reasonably requested of you

What you bring

• Previous experience providing excellent customer service/support/sales/client facing roles
• Demonstrated ability to establish and maintain long lasting relationships with a portfolio of clients
• Experience successfully delivering client-focused solutions to meet customer needs
• Demonstrated ability to undertake both simple and complex customer interactions
• Ability to listen and understand a client’s business, pain points and tailor a solution to their individual needs
• Strong influencing, negotiating and dispute resolution skills
• Experience managing and meeting expectations both internally and externally
• Demonstrable experience working to and exceeding KPIs

• The ability to absorb substantial information regarding Worldpay for Platforms’s services and variations of those across the client base
• Proven ability to determine and action the correct response/solution for client enquiries and requests
• Solutions focused problem solving and dispute resolution skills
• Sound time management skills including the ability to meet deadlines
• Excellent interpersonal skills
• Effective communicator both written and verbally with the ability to vary communication style to suit the audience

• Strong organisational skills and ability to manage multiple projects and relationships simultaneously

• The ability to collaborate within and outside of your immediate team
• Strong business acumen
• Ability to work autonomously
• Ability to utilise CRM systems to their full extent
• Intermediate skills with Excel, Word, Outlook and PowerPoint

Desired Skills / Experience

• Proficient in using CRM systems, Salesforce experience desirable
• Financial Services Industry knowledge including obligations under an Australian Financial Services License
• Exposure to risk and compliance principles

• Ability to interpret legislation and regulatory guidelines

Qualifications

• Formal qualifications in customer engagement or customer contact will be highly regarded
• Qualifications gained within the Financial Services Industry will be highly regarded

What makes a Worldpayer

What makes a Worldpayer? It’s simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We’re dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we’re determined, always staying open – winning and failing as one.

Does this sound like you? Then you sound like a Worldpayer. Apply now to write the next chapter in your career.

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Sourcing Model

Recruitment at Worldpay works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Worldpay does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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