Merchant Experience Specialist

Work Setup: Hybrid - Onsite every Tuesday and Thursday, with occasional onsite work on Fridays as needed (around once or twice a month)

Schedule: Monday to Friday; 8AM to 5PM

Work Location: Mandaluyong City

The Merchant Experience Specialist plays a vital role in building and nurturing strong customer relationships while providing efficient and timely support to ensure merchant satisfaction. This role focuses on onboarding merchants, ensuring their activation on the platform, and offering continuous support for troubleshooting and issue resolution. The goal is to drive merchant satisfaction, retention, and growth by providing excellent after-sales service and technical support

Basic Qualifications:

• Work Schedule: Flexible to work weekends and varying shifts depending on ticket-entry patterns and team requirements
• Academic Background: Bachelors degree in business administration, Sales, Marketing, or any related field.
• Minimum of 2 years in customer service, account management, or call center experience.
• Preferred exposure to Retail, Food & Beverage, FMCG, or software solutions industries.
• Exceptional relationship-building and communication skills.
• Strong organizational, multitasking, and time management abilities.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint), Google Sheets, Google Slides, HubSpot, and JIRA.
• Technical aptitude to learn new software programs and perform troubleshooting.

Duties and Responsibilities:

• Merchant Relationship Management: Provide support to the primary point of contact for key merchant accounts, fostering long-lasting relationships.
• Onboarding and Training: Manage the onboarding process for new merchant partners, ensuring a smooth transition and integration with the platform.
• Merchant Support and Issue Resolution: Respond to merchant inquiries via email and chat within SLA timeframes, ensuring quick and effective communication.
• Workflow and Performance Management: Assess and categorize incoming requests, maintaining organized records of communication and resolutions.
• Strategy Development and Continuous Improvement: Contribute to the development and execution of strategies to drive merchant satisfaction, retention, and platform engagement.
• Collaboration and Flexibility: Collaborate with cross-functional teams to align merchant success efforts with overall company objectives.