Chipping In to Support Local Heroes:
A Day in the Life of a Senior Merchant Assistant
As a Senior Merchant Assistant at Smartpay, Alisha Gwiazda helps Smartpay customers resolve difficult situations and issues.
A typical day for Alisha starts off with a few hours of focus time that she’s recently implemented in her schedule, purely dedicated to closing cases.
A typical day for Alisha starts off with a few hours of focus time that she’s recently implemented in her schedule, purely dedicated to closing cases.
“I get in this autopilot mood from 9am to 11am. If I grab a case from our pack pipeline, I just know what to do, and how to do it efficiently and effectively in order for me to close that fully.
I'm trying to close 60 cases per day. It’s just me giving myself this daily goal! The average is 25. So I try to be quicker at things and [more] effective and efficient.”
I'm trying to close 60 cases per day. It’s just me giving myself this daily goal! The average is 25. So I try to be quicker at things and [more] effective and efficient.”
She also makes a point to maintain regular check-ins with team members throughout the day to ensure effective communication and support.
“At 11am, I check with other colleagues if they need help - if they're okay, how are they going? Then I’ll go back to my desk for an hour, and after lunch, I will have a little chat with my team and my manager to see if they need anything.”
As an avid list-maker who enjoys ticking off tasks as much as she loves challenges, Alisha wraps up the workday by checking whether she’s actioned everything on her To-Do list.
Since stepping up as a senior on the team in early 2024, Alisha also began nurturing her skills as an educator while training new employees.
Since stepping up as a senior on the team in early 2024, Alisha also began nurturing her skills as an educator while training new employees.
“I want to be approachable, so new team members can feel comfortable coming to me if they need help addressing any issues they’re facing. Even if I had an angry customer on call, even when I’m under pressure, [I want them to know] I'd still be here to help out any time of the day.”
How are you hands-on with your Smartpay customers?
Alisha is a big believer in taking a proactive approach when helping customers resolve their issues. She explained that this carries three-fold benefits: great customer service, long-term relationship building and an efficient workflow.
“Proactively actioning those cases as you go, that will help you close off as many as you can [while] helping the customer with the issue.”
For many business owners, time is money. That’s why resolving customer problems within 24 hours is so important for Alisha and her team. It’s an essential part of building accountability, and therefore trust, with customers.
While efficiency is a key factor, Alisha also makes sure to provide “step-by-step guidance” for all customer questions and enquiries.
While efficiency is a key factor, Alisha also makes sure to provide “step-by-step guidance” for all customer questions and enquiries.
“Customer satisfaction is so important. Ensuring they are satisfied at the end of the day, maintaining proper communications in order for them to know we are actually resolving their matters, and giving them updates.”
What skills have you brought to your role?
Empathetic communication, accountability and working under pressure are some of Alisha’s greatest strengths when it comes to solving issues ‘hand in hand’ with customers.
“[As a Psychology major], I do tend to ask questions like, ‘What made you feel this way?’ I want to reassure them and say, ‘It’s okay, I'm here to help you out. Please let me know what I can do next for you,’ so we’re on the same page.
Being open about a situation, addressing roadblocks and making sure you communicate at every step is also really important.”
Being open about a situation, addressing roadblocks and making sure you communicate at every step is also really important.”
Never one to sit still, Alisha’s jam-packed schedule both on and off the clock is a testament to her excellent time management skills.
“I do have part-time uni as well. I study business, majoring in psychology. And I dance professionally - salsa and Latin American. I normally train on Mondays, Fridays, Saturdays and Sundays. Tuesday, Wednesday and Thursday are my uni days.
I feel like there's a routine with me. So I have to wake up at 5 in the morning, go to the gym, have a cold shower, have my cup of nice coffee, get dressed and then make my way to the office.
I'm not a morning person, but that’s just how I think about it. Like, I need to get stuff done in order for me to get through my to-do list.
That's how I get things done here [in my job] as well. I make a list of things that I need to do and achieve for the day. Because we do go by KPIs. You have a target for each day and then I need to make sure I hit every one of them.”
I feel like there's a routine with me. So I have to wake up at 5 in the morning, go to the gym, have a cold shower, have my cup of nice coffee, get dressed and then make my way to the office.
I'm not a morning person, but that’s just how I think about it. Like, I need to get stuff done in order for me to get through my to-do list.
That's how I get things done here [in my job] as well. I make a list of things that I need to do and achieve for the day. Because we do go by KPIs. You have a target for each day and then I need to make sure I hit every one of them.”
Not everyone can function well with a full schedule and still always be ready to lend a helping hand, but Alisha thrives in this kind of environment.
“‘The harder you work, the luckier you become’ is one of my life mottos. And I like being busy. If I’m not doing anything, I’ll be bored!”
Can you share a memorable customer interaction?
During a change of entity case dealing with a disgruntled customer, Alisha remembers staying transparent, communicative - and most importantly - committed to her customer’s cause.
“My name is Alisha, and I will get it sorted by the end of the day. I make this promise to you. But I’ll need you to send all the following documents in order for me to create the new account and pass it to my onboarding team.”
As soon as the customer sent their details, Alisha created their new account on the spot and called them back within 5 minutes.
The customer was so impressed, they wrote an email to Alisha’s manager full of kind words and praise about her quick turnaround that very same day!
The customer was so impressed, they wrote an email to Alisha’s manager full of kind words and praise about her quick turnaround that very same day!
“I normally try to put myself in the customer's shoes to understand where that frustration is coming from. To think about how a business policy would work, to interact with what they're feeling and [discover] what I can do to assist them further and how I can help them resolve an issue as soon as possible.
So, if I say 30 minutes, I'm going to call back in 30 minutes. ‘My name is Alisha. Remember me?’ And then I have to give them a call back and resolve the issue as much as I can in that 30 minutes time.
For me, I like to help customers again and then again until they're fully satisfied. I like [creating] that interpersonal relationship between myself and the customer that I'm dealing with.”
So, if I say 30 minutes, I'm going to call back in 30 minutes. ‘My name is Alisha. Remember me?’ And then I have to give them a call back and resolve the issue as much as I can in that 30 minutes time.
For me, I like to help customers again and then again until they're fully satisfied. I like [creating] that interpersonal relationship between myself and the customer that I'm dealing with.”
What do you love about the Smartpay team culture?
Regular opportunities for recognition and visibility are core elements of team culture that Alisha deeply appreciates. She’s won Smartpay’s ‘Fearless Focus on the Customer’ award at several monthly team meetings over the past two years.
“For what I love about the team culture, I would say being recognised in front of the whole senior office. And for sales agents to actually come to you directly and be like, ‘Alisha, can you please help me with my customer?’ It’s not just about building trust with your customers, but building trust with your colleagues as well.”
Alisha also values how team members are “able to communicate with higher-ups” but with “no fear or intimidation.”
“This was my first corporate job. With the help of my manager at the time, and the help of my team, they actually encouraged me to do well going forward, and they always had my back. They always knew what they were doing. They helped out every time I needed them. So that's what I'm trying to do with the new employees and new hires.”
What makes Smartpay different from the banks?
On top of offering no lock-in contracts and no hidden fees, Alisha believes that Smartpay’s customer service really is second to none.
“We do have a 24/7 contact centre. Customer issues are always resolved hands-on within 24 hours. So if a customer calls at 12am, we’re looking to get back to them before the end of the day.”
Why do you love to come to work every day?
While every day at Smartpay brings different stories, it’s really the people who keep Alisha coming back to work with a smile on her face.
“In the end, the customers always make my day. Putting customers first and feeling like I’ve done something to help.
And in the Sydney office, the culture and encouragement are quite big here. Everyone encourages each other to do well. Communicating with each other and working as a team does wonders; our motto is ‘one team, one dream.’ And I wouldn’t be here for two years if the culture wasn’t good! That just binds everything together for me.”
And in the Sydney office, the culture and encouragement are quite big here. Everyone encourages each other to do well. Communicating with each other and working as a team does wonders; our motto is ‘one team, one dream.’ And I wouldn’t be here for two years if the culture wasn’t good! That just binds everything together for me.”
