Merchant Support Representative

About the role

Join a leading global payments company as a Merchant Support Representative, providing professional assistance to merchants in the Czech Republic and Germany. You will ensure a positive customer experience through timely email and phone support.

Key responsibilities

• Provide timely and professional support to merchants via email and phone.
• Handle inquiries and claims related to payments, transaction processing, statements, portal access, declined transactions, and account adjustments.
• Investigate and resolve incidents associated with card acceptance and payment processing activities.
• Support merchants in navigating customer portals and understanding payment‑related processes and services.
• Maintain confidentiality and ensure compliance with company policies and information security requirements.

Required profile

• Fluency in German and Czech; additional languages are a plus.
• Strong customer‑service mindset with a commitment to high‑quality support.
• Excellent communication and interpersonal skills, able to build trust with customers.
• Strong problem‑solving abilities, sound judgment, and capacity to manage multiple priorities.
• Reliable, detail‑oriented, and results‑driven, capable of working independently and in a team.

Required skills

• Experience with customer portals.
• Familiarity with ticketing systems and CRM platforms.