Merchant - Helpdesk

CORE FUNCTION:

• Acts as a liaison and support between merchants and different teams/departments to ensure that all questions and concerns (technical and non-technical) are addressed and resolved promptly.

• Responds to all merchants in a timely manner and brainstorms with operations team for proactive solutions to avoid customer dissatisfaction.

• Provides first-level support to merchants by handling inquiries, concerns, and service-related requests

• Handles assigned merchant accounts, ensuring timely resolution of concerns and consistent communication with merchants.

• Timely and accurately updates all files and sheets related to his/her role.

• Identifies and addresses feature gaps and merchant concerns to support retention throughout the merchant lifecycle.

• Cross-sells and upsells in accordance with merchants’ payment needs and business structure.

• Ensure that the plans and processes are being adopted by merchants to align our products and services to their business needs, and avoid confusion in features and limitations

• Develop merchant relationships by building trust through providing clear and accurate information and ensuring that their concerns are addressed in a timely manner.

• Learns and builds deep understanding of each merchant account including the payment solution, account structure, key persons and product/services offered.

• Cascades planned and unplanned notifications and advisories to merchants

DUTIES AND RESPONSIBILITIES

• Completes root cause and process gap analysis for managers escalations and specific merchant complaints.

• Evaluate churn and down sell risk for each merchant

• Identify opportunities that best utilize VeritasPay or its partner’s infrastructure to meet merchants’ requirements

• Ensures accuracy of SLA escalation and resolution set

• Problem resolution, including escalation of issues to the correct department

• Prepare reports covering merchant transaction activity, technical and non-technical concerns, processing volume, and recommendations to support effective after-sales service.

• Ensure appropriate merchant metrics are generated, data is accurate, and reporting deadlines are met on a timely basis

• Others may be assigned

JOB QUALIFICATION

• Bachelor’s degree in Business Administration, Management, Marketing, or related course

• Minimum of 2-4 years relevant experience in a financial industry or payment business

• Proficient in English both written and verbal communication

SKILLS

• Working knowledge of Merchant Acquiring and Credit Card business (preferred)

• Basic knowledge of Fraud Detection (preferred) • Proven experience in building strong internal and external relationships

• Basic technical skills and payment operations functionalities

• Good communication and presentation skills • Excellent analytical, critical and problem-solving skills

• Strategic skills and ability to adapt conversations for technical and non-technical audiences

• Knowledge of Customer Centric Design

• Strong attention to details and have a can-do work attitude

• Willing to work on weekend, holidays, and shifting schedules as needed

Pay: Php25,000.00 - Php28,000.00 per month

Benefits:

• Company Christmas gift
• Company events
• Flextime
• Health insurance
• Opportunities for promotion
• Promotion to permanent employee
• Work from home

Work Location: Hybrid remote in Pasig