Customer Experience Specialist, Payfirma
Maternity Leave Replacement
Hardware & software for online payments
Posted today
Hardware & software for online payments
1-20 employees
Posted today
1-20 employees
Company mission
To take the pain out of getting paid, the guesswork out of what works, put the “serve” back into service, and keep payments smart and simple.
Role
Who you are
- The ideal candidate will be fluent in both English and French, possess outstanding communication skills, and demonstrate a strong passion for customer satisfaction
- High school diploma or equivalent; a college degree is preferred
- Prior experience in customer service, ideally within payment processing or financial services
- Exceptional problem-solving abilities and critical thinking skills
- Familiarity with customer service software, CRM platforms (e.g., Salesforce), and the Microsoft Office Suite
- Ability to multitask, prioritize tasks, and manage time efficiently in a fast-paced environment
- Positive attitude with a strong dedication to delivering outstanding customer service
- Flexibility to work varied hours, including evenings and weekends as needed
- Proficiency in both English and French, with strong verbal and written communication skills in both languages preferred
- Experience with Salesforce and TSYS is highly desirable
- If you're excited about joining a vibrant, forward-thinking team and making a tangible impact, we want to hear from you!
What the job involves
- We are looking for an experienced, dedicated, and professional Customer Experienced Specialist to join our dynamic team
- In this role, you will play a key part in delivering exceptional service to our clients, ensuring their payment processing needs are met efficiently and effectively
- This is initially a maternity leave replacement role with the possibility of turning into a permanent opportunity
- Respond promptly and professionally to customer inquiries via phone, email, and chat, providing support in both English and French
- Assist customers with account setup, transaction inquiries, and troubleshooting payment processing issues
- Deliver clear and detailed information about our products and services, ensuring customers are well-equipped to use them effectively
- Resolve customer complaints with empathy and efficiency, escalating issues to higher-level support when necessary
- Maintain accurate and comprehensive records of customer interactions, inquiries, and transactions
- Collaborate with cross-functional teams to resolve complex issues and enhance overall customer satisfaction
- Stay informed about industry trends and company policies through ongoing training and professional development
- Foster a positive team environment by supporting colleagues, sharing knowledge, and contributing to team success
- Take on additional responsibilities as needed to support the overall success of the business
Application process
- Please note that only candidates under consideration will be contacted
Our take
For many businesses, accepting debit and credit card payments can be a tricky process. Payfirma is setting out to change this by offering solutions for both in-store and online card payments.
When Payfirma first launched, it entered into an already competitive market, home to a number of big-name payment processors such as WorldPay and Stripe. However, it managed to set itself apart from its rivals with its multi-channel solutions, offering an all-in-one service for in-person and online transactions. This has proven largely successful, with the company accruing significant funding to accelerate an expansion into the wider North American market.
Payfirma faces a number of challenges, not only stiff competition from the payments market but a history of boardroom struggles. The company's merger with Merrco Payments marked a fresh start in 2018, and in 2024, it rebranded to KORT Payments. If it can consolidate its progress into the US market, it stands to see impressive revenue growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
May 2015
$13m
SERIES A
Nov 2014
$1.1m
CONVERTIBLE
Total funding: $21.6m
Company HQ
Coal Harbour, Vancouver, BC
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