Merchant Experience Advocate

6 months ago

Montréal, Canada Nuvei Full time

The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, to help them grow.

WE ARE NUVEI. Nuvei (NASDAQ: NVEI) (TSX: NVEI) the Canadian fintech company accelerating the business of clients around the world. Nuvei’s modular, flexible and scalable technology allows leading companies to accept next-gen payments, offer all payout options and benefit from card issuing, banking, risk and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 47 markets, 150 currencies and 586 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with one integration.

At Nuvei, we live our core values, and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service. We are always looking for exceptional talent to join us on the journey

**Your Mission**

The Merchant Experience team is tasked with three main duties: resolving merchant issues to prevent merchant attrition; proactively communicating with merchants via outbound calls to ensure customer satisfaction by reviewing pricing or addressing any unresolved issues, taking steps to ensure a more positive customer experience through relationship-building; and gathering and reporting insight into merchant complaints and dissatisfaction so the business can take tangible action to improve products and services.

**Key responsibilities include, but are not limited to**:

- Provide world-class customer service and support to all customers;
- Perform root-cause analysis to identify and resolve issues in order to avoid negative outcomes;
- Work with other departments to ensure that customer issues are resolved in a timely manner and to the customer’s satisfaction;
- Take preventative action on all cases to help minimize the number of times customers must call in for assistance;
- Conduct routine outbound follow-up with customers that have unresolved issues or are otherwise dissatisfied in order to proactively address customers’ concerns and prevent future attrition;
- Thoroughly document and record key learnings around customer issues, communicate issues internally and provide reporting to management as needed.

**Qualifications include, but are not limited to**:

- Experience in customer service, retention, or sales;
- Effective note-taking and documentation skills;
- Strong analytical skills and ability to understand billing, contractual, and/or technical issues;
- Aptitude for building rapport and trust among others quickly;
- Motivation in working in a challenging, fast-paced environment;
- Excellent organization and time-management skills;
- Outstanding work ethic and attendance.

**Working Language**
- English (written and spoken) is the language used most of the time, as work colleagues, clients, and strategic suppliers are geographically dispersed.
- French (written and spoken) is required for any position located within Quebec.

**Nuvei offers a wide variety of benefits that include**:

- Medical care, dental care, vision care, long-term disability insurance, paid vacations, paid sick leave.
- Additional annual leave days per quarter, if Nuvei achieves its quarterly targets.
- Hybrid work environment.
- Fresh fruit in the office, virtual yoga and meditation classes, and other opportunities to get involved in community outreach and employee engagement initiatives.

Nuvei is an equal opportunity employer that celebrates collaboration and innovation, and is committed to developing a diverse and inclusive workplace. The Nuvei team is made up of a multitude of talents, skills and ambitions. We believe that employees are happiest when they have the opportunity to be themselves, to be authentic. So come as you are. We look forward to meeting you.

Le monde du traitement des paiements évolue rapidement et les entreprises recherchent des partenaires loyaux et stratégiques pour les aider à se développer.

**NOUS SOMMES NUVEI. **Nuvei (NASDAQ : NVEI) (TSX : NVEI) est la société fintech canadienne qui accélère les activités de ses clients dans le monde entier. La technologie modulaire, flexible et évolutive de Nuvei permet aux entreprises de premier plan d'accepter les paiements de nouvelle génération, d'offrir toutes les options de paiement et de bénéficier de services d'émission de cartes, de services bancaires, de gestion des risques et des fraudes. En reliant les entreprises à leurs clients sur plus de 200 marchés, avec une acquisition locale sur 47 marchés, 150 devises et 586 méthodes de paiement alternatives, Nuvei fournit la technologie et les informations nécessaires aux clients et aux partenaires pour réussir localement et globalement avec une seule intégration.

Chez Nuvei, nous vivons nos valeurs fondamentales et nous nous épanouissons dans la résolution de problèmes complexes

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