Merchant Experience Specialist

Setup & Schedule: Hybrid Setup: Onsite every Tuesday and Thursday, with occasional onsite work on Fridays as needed

Work Type: 6 months contract (open for contract extension and possible absorption)

Location: Globe Telecom Plaza, Mandaluyong City

Benefits:

• Day 1 HMO
• Equipment

Qualifications:

• Bachelor's 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.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint), Google Sheets, Google Slides, HubSpot, and JIRA.
• Exceptional relationship-building and communication skills.

Key responsibilities:

• Merchant Relationship Management:

  • Provide support to the primary point of contact for key merchant accounts, fostering long-lasting relationships.
  • Develop a deep understanding of each merchant's business goals, challenges, and needs to offer tailored solutions.
  • Collaborate with internal teams to develop strategies and solutions that meet merchant objectives and enhance platform engagement.

• Onboarding and Training:

  • Manage the onboarding process for new merchant partners, ensuring a smooth transition and integration with the platform.
  • Provide continuous training and support on product features, tools, and best practices to maximize merchant success.
  • Update training materials regularly to reflect product updates and industry developments.

• Merchant Support and Issue Resolution:

  • Respond to merchant inquiries via email and chat within SLA timeframes, ensuring quick and effective communication.
  • Conduct basic troubleshooting to replicate issues and escalate unresolved cases to higher-tier support teams.
  • Acknowledge receipt of inquiries, provide updates regularly, and request additional information when necessary.

• Workflow and Performance Management:

  • Assess and categorize incoming requests, maintaining organized records of communication and resolutions.
  • Create JIRA tickets for technical requests and escalate issues with proper documentation.
  • Track and report on performance metrics, ensuring regular updates at the start and end of shifts for a clear progress overview.

• Strategy Development and Continuous Improvement::

  • Contribute to the development and execution of strategies to drive merchant satisfaction, retention, and platform engagement.
  • Identify opportunities for process improvement within merchant support workflows and propose solutions to enhance efficiency.
  • Stay updated on industry trends, competitor activities, and emerging technologies to continuously improve merchant success initiatives.

• Collaboration and Flexibility:

  • Collaborate with cross-functional teams to align merchant success efforts with overall company objectives.
  • Be available to work on weekends and flexible shifts depending on ticket-entry trends and business needs.
  • Report onsite as required for designated in-office workdays.