Bilingual Merchant Services Support Specialist

JPMorgan Chase & Co.; Christchurch; On-site; GBP 21,000 - 27,000; Full time

Job summary

JPMorgan Chase & Co. in the United Kingdom seeks a Customer Service Associate for the Merchant Services Solution Center. You will answer merchant calls, troubleshoot issues, document information, and guide clients with confidence and care to keep payments running smoothly.

This role is 100% phone-based, requires bilingual English and French, and involves shifts including evenings and weekends. You will work in the office four days per week and collaborate with internal teams to resolve inquiries

Qualifications

• Customer service experience expected.

Responsibilities

• Answer merchant calls and drive first-contact resolution.
• Gather, analyze, and document key information from merchant interactions.
• Resolve merchant issues accurately and promptly while following policies and procedures.
• Follow up on merchant inquiries in a timely manner and close the loop on next steps.
• Troubleshoot technical problems, identify root causes, and recommend workable solutions.
• Review transactions, deposits, statements, and account information to research and resolve inquiries.
• Maintain current knowledge of products, equipment, features, and services.
• Meet or exceed performance expectations aligned to the metrics scorecard.
• Escalate issues that cannot be resolved within service expectations or that may create risk for the merchant or the firm.
• Partner with internal teams to coordinate timely resolutions for merchant inquiries.
• Demonstrate strong teamwork through a professional, positive, and supportive approach.
• Bilingual proficiency in English and French.
• Strong verbal and written communication skills.
• Ability to multitask, stay organized, and manage competing priorities.
• Comfort working independently with minimal supervision.
• Flexibility to work effectively in a dynamic, fast-paced environment.
• Working knowledge of Microsoft Office, including creating and using spreadsheets.
• Willingness to work in a role that is 100% phone-based customer interaction.
• Willingness to work schedules during operating hours, including evenings, bank holidays, and weekends (shifts may run up to 1:00 a.m.).
• Willingness to work in the office 4 days per week.

Skills

Customer service experience

Job description

JPMorgan Chase & Co. in the United Kingdom seeks a Customer Service Associate for the Merchant Services Solution Center. You will answer merchant calls, troubleshoot issues, document information, and guide clients with confidence and care to keep payments running smoothly.

This role is 100% phone-based, requires bilingual English and French, and involves shifts including evenings and weekends. You will work in the office four days per week and collaborate with internal teams to resolve inquiries