Customer Success Specialist

6 months ago

Auckland City, New Zealand Futureverse Full time

**About Centrapay**

Centrapay is an exciting and fast-growing fintech backed by some of the very best investors and minds in payments and technology. We’re building a global network that enables new payment experiences, while reducing fraud and cost. Our brand purpose is to help the world get beyond plastic-card payments. We do this by creating new ways to pay and get paid digitally. We are obsessed with our customers, and engineering software solutions to solve their problems.

Centrapay are a Futureverse company, which means we are collaborating and building Web3 and Metaverse experiences within our wider ecosystem.

As a Customer Support Specialist, you'll ensure Centrapay customers have a positive and professional experience engaging with our business at all stages of the customer journey. If our customers feel their interactions with Centrapay are successful - your job is done.

**What you’ll be doing**
- Be the primary contact point for customer or partner support via all communication channels.
- Monitor Centrapay solutions.
- Coordinate the resolution of technical issues, and communicate with external parties.
- Respond to external queries about Centrapay solutions.
- Discuss Centrapay solutions to customers and partners, and help identify and progress sales opportunities.
- Manage changes to customer billing or accounts.
- Manage customer feedback and complaints.
- Develop and maintain external contact relationships as part of Centrapay’s integration partnerships, or larger enterprise customer accounts.
- Assist customers and partners to successfully onboard to the Centrapay platform within our service level timeframes.
- Effectively manage reactive customer requests and anticipate their needs.
- Contact integration partners to confirm technical loading information and status of merchants.
- Ensure customer data integrity by entering, validating and updating data in Centrapay systems (we use Freshdesk, HubSpot & Notion).
- Work with the Centrapay technology team to provision access for customers and partners.
- Coordinate the resolution of technical issues during onboarding, and communicating with external parties.
- Discuss Centrapay solutions to customers and partners during and prior to their onboarding journey.

**Requirements**:
**Who we’re looking for**
- You obviously have exceptional communication skills - you build rapport quickly. You love people
- 3+ years experience in a customer support, account management, customer success or call centre role, ideally supporting IT solutions.
- Passionate about service and support; seeking to achieve extraordinary results through tenacious and creative problem solving.
- You will be able to identify customer needs and are passionate about exceeding client expectations.
- You’re naturally comfortable on the phone or in front of customers.
- Passionate about customer service, keen to develop & maintain constructive relationships with customers.
- You’re curious and results-driven. You’re always looking for opportunities to grow, make improvements and challenge the status quo.
- Ability to prioritise and meet critical deadlines.
- Problem-solving and negotiation aptitude.
- High-energy, self-motivated and comfortable taking ownership.
- Based in Auckland, and/or able to work from the Auckland Central office regularly.

**Benefits**

We look after our people at Centrapay - a key focus is our culture and ensuring we create a positive and healthy work environment. We continuously look at ways to make improvements and regularly ask for employee feedback and input.

**Our key benefits include**:

- We offer flexible working and aim to look after our people. We understand you have commitments outside of work - which could be picking up the kids from school, going to gym at lunchtime or just making sure you get to go for a bike ride early morning.
- We have a down-to-earth, open culture that values inclusion.
- We have a flexi-working environment, we work both remotely and from the office
- Training and development opportunities.
- Challenging, and rewarding work.
- Health Insurance.

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