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L1 Merchant Support Lead

2 months ago

Manila, National Capital Region, Philippines GCash (MYNT - Globe Fintech Innovations, Inc.) Full time

Do you want to take the first step in making Filipinos' lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation G ka ba? Join the G Nation today


ROLES AND RESPONSIBILITIES

Does and Delivers (The tasks / responsibilities that the role performs to address requirements in Key Result Areas)

Customer Assistance:
Provide timely and effective support to merchants, addressing inquiries, complaints, and escalations related to products or services.

Issue Resolution:
Analyze merchants' payment-related issues, collaborate with internal teams (such as technical support, fraud, and settlement), and offer sustainable solutions.

Stakeholder Communication:
Maintain strong communication with internal stakeholders, ensuring alignment and efficient problem-solving.

System Knowledge:
Maintain in-depth knowledge of systems used by the Merchant Support Team, including ticketing programs and self-service tools.

Quality Assurance:
Ensure superior customer service standards are met while handling exceptional situations and unusual concerns.

Process Automation
Develop, implement, and maintain automated processes to improve efficiency, reduce errors, and optimize operational workflows using appropriate automation tools and technologies.

Displays (The Knowledge, Skills, and Behaviors indicating how tasks / responsibilities will be performed)
Technical Aptitude:
Quickly adapt to new software and resources to amplify value and revenue generation.

Relationship Management:
Develop and maintain strong relationships with various personalities and departments.

Organizational Skills:
Effectively manage projects and multitask in a dynamic environment.

QUALIFICATIONS (Minimum requirements in terms of experience and background, skills and competencies for sourcing purposes)
Experience
Minimum: At least 3-5 years of experience in customer support, preferably in a leadership role. Skills and Competencies:
Customer-Centric Approach:
Deep understanding of customer needs, empathy, and ability to resolve complex issues.

Stakeholder Management:
Proficiency in identifying and engaging with internal stakeholders, including cross-functional teams.

Communication Skills:
Excellent verbal and written communication to collaborate effectively with various departments.

Problem-Solving:
Strong analytical skills to address challenges and find innovative solutions.

Leadership:
Ability to motivate and guide a team, ensuring high-quality service delivery

Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package