Founded in 1999 in New Zealand, Windcave has consistently led the way in the innovation of payment technology. Today, our global footprint extends across 40+ countries, supported by a dedicated team of over 400+ experts. We process billions of transactions annually, providing businesses with a comprehensive payment solution through a single provider.

Our approach continuously sets new industry benchmarks and reflects our commitment to leading the market with self-developed, cutting-edge technologies. We support a wide range of industries, including retail, finance, hospitality, and more, with operations all over the globe.

Position Objective

The role of the Customer Management Specialist is to oversee the onboarding, change of ownership, and cancellation processes for Windcave merchant services customers, while also providing ongoing support to ensure a positive customer experience.

Key Responsibilities

• Facilitate the onboarding process by working closely with merchants, sales, and all relevant stakeholders.
• Ensure all required documents are collected from merchants and that all internal correspondence is coordinated by the CMU team.
• Manage the end-to-end merchant onboarding process in a timely manner, collaborating with cross-functional teams as needed.
• Handle cancellations when devices are returned by merchants, and ensure associated services are properly deactivated.
• Update merchant details (e.g., statement lists, contact information) on Payline as requested by merchants.
• Manage the change of ownership process for outgoing and incoming merchants, liaising with the sales and acquiring product teams where necessary.
• Work with the Compliance team to obtain AML/KYC information for application processing.
• Coordinate with the Technical Support team to resolve customer queries.
• Provide excellent customer service and foster strong relationships by investigating and resolving queries related to merchant services.

Experience/ Skills required:

• Bachelor's degree in similar field.
• An accounting certificate/qualification would be an advantage.
• 1-3 years of proven experience in a banking credit/merchant services or relevant role
• Previous customer service experience
• Proficient in using Microsoft Office tools, including Excel, Word, and PowerPoint, to support a variety of tasks.
• Skilled in analysing data, identifying patterns, and solving problems effectively.
• Quick to learn and adapt to new concepts, particularly in cards, payments, and fintech environments.
• Understands payment card products and services and how they align with customer needs.
• Has a foundational understanding of sales principles, including identifying customer needs and recommending appropriate solutions.
• Communicates ideas and feedback clearly and effectively through both verbal and written channels.
• Builds strong, collaborative relationships across cross-functional teams.
• Responds promptly and professionally to customer inquiries via phone and email to ensure satisfaction.
• Highly organized, with strong task prioritization skills and the ability to meet tight deadlines efficiently.

Benefits on offer:

• We value our employees and offer competitive benefits, including:
• Competitive salary
• Hybrid work (currently following hybrid work model; mandatory 3 days’ work from office Monday, Tuesday, and Friday)
• Flexible working hours
• Career development and long-term career opportunity
• Discounted health insurance (depending upon eligibility)