Client Relations Lead

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 Client Relations Lead to join our ever evolving Customer experience team to help us unleash the potential of every business.

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

**About the team**

Our Customer Experience Worldpayers are at the heart of it all — enabling us to provide world-class support to customers. Unwavering dedication and full of enthusiasm, they’re always finding ways for us to grow together.

The role of Client Relations Lead is to act as primary liaison for the service side of the client relationship including responsibility for relationship management and service delivery for the IntegraPay business and clients, including escalations from Client Success, Partners, and the Sales Team.
Assist/advise customers and handle all communications for Customers integrating into our payment’s platform and via API (Existing and New Clients).

**What you’ll own**
- Escalation point for other level 1 (Client Success) team members.
- Manage support tickets within SLAs and document in SalesForce CRM.
- First point of contact for Support requests.
- Understand and explain Payrix APIs and Product offering.
- Provide responses to standard queries.
- Ensure all policies and process documents are updated and managed in line with changing business needs.
- Approve refunds and data transfer tasks.
- Promptly update The Portal with client records including addition of services, accurately assigning relevant fees, and assigning them to partners where necessary.
- Learn the functionality of our industry-leading platforms and those of our Partners.
- Lead clients with best practices presenting payment processing concepts/products.
- May provide consultation and/or product capability assessment and validation to prospective clients.
- Builds expert-level knowledge of company products and services, and may be tasked to introduce new products.
- Influence product decisions and roadmap using client feedback and support data metrics.
- Perform any other reasonable duties that fall within your skillset, that are reasonably requested of you.

**What you bring**
- 2+ Years Level 2 Application Support
- Previous experience providing excellent customer service/support in client facing roles
- Point of Sale terminals, EFTPOS devices
- Ability to manage and prioritise workload
- Be comfortable explaining complex IT issues to business representatives.
- Be able to work autonomously.
- Excellent English literacy (spoken and written)
- Aptitude for problem analysis /solving
- Strong influencing, negotiating and dispute resolution skills
- The ability to absorb substantial information regarding Payrix’s services and variations of those across the client base
- Solutions focused problem solving and dispute resolution skills
- Strong organizational skills and ability to manage multiple projects and relationships simultaneously

Desired skills / Experience
- REST / SOAP API exposure or experience
- Experience Microsoft 0365 Suite
- Experience with Atlassian - Jira and Confluence
- Understanding of Payments systems
- PCI compliance and /or Cyber Security knowledge
- SaleForce experience

**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.

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**Privacy Statement**

Worldpay is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how Worldpay protects personal information online, please see the Online Privacy Notice.

**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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