Handles inbound telephone calls and / or Internet and e-mail correspondence on a client save" queue. Calls are basic and routine.
Addresses customer requests to discontinue service(s) and appeases customer dissatisfaction. Responsible for maintaining an acceptable save rate percent while following all policy and procedure guidelines.
Requires limited knowledge of organization's marketing campaigns and save offers and makes appropriate use of campaigns / save offers in retaining customers.
Responsible for tracking customer feedback and reporting that feedback to management."
Job Details :
This position reports to Team Leader, Small & Medium Enterprise. The primary purpose of the Account Advisor is to generate revenue, retain existing merchant accounts and maintain an excellent relationship by relationship building and providing superior customer service for high value, small and medium enterprise.
Identify all sales opportunities within assigned Small Business Portfolios
Cross Sells / Up Sells of bank card services
Terminal sales and upgrades
Re-pricing of merchants to profitable level where applicable
Promote and Sell additional services offered by Global Payments and Existing Partners
Customer Retention / Account Maintenance
Handle all retention issues using strong negotiation skills to maintain the merchant at a threshold of 45 BP
Maintain a 70% save ratio
Add Locations Setups
Leading Integration Projects
New Merchant Location Setups
Integrated POS Setups
Taking live inbound calls and making outbound calls with One call Resolution
24-48 hour follow up with all Voice mail, CSP, Emails
Strong follow up for all setups and orders
Minimize all escalation issues at first point of contact
All issues must be documented in CSP with follow up resolutions
Bilingual (French and English).
Post Secondary education, preferably with focus on Business, Sales and Marketing
1-2 years of Sales experience
1-2 years of Call Center experience would be an asset
Strong negotiation skills
Strong outbound and inbound phone sales skills
Strong telephone and relationship building
Strong oral and communication skills
Strong interpersonal skills with an emphasis on sales / superior customer service skills
Ability to identify all merchant needs and issues using probing skills and utilizing open ended questions
Effective time management / organizational skills to deliver products and services to clients
Strong knowledge of several of PC based applications including : Word, Excel, Outlook, G Suite and Intranet
Strong analytical skills required to work independently, escalate to management where necessary
Strong knowledge and understanding of Card Payments Services and Products.