Seo Specialist

4 weeks ago

Pasig, Philippines Buscojobs Full time

Overview

Permanent, full-time remote position. The role is a Merchant Operations Support and Customer Service Specialist for a global payment solutions platform. Start date: October 2025. Location: remote (with references to Pasig City/National Capital Region in the listing). The client offers online payment solutions to merchants worldwide. Salary: VA Rate - $8 AUD per hour. This is a remote/Work From Home position in a customer care and operations team.

Responsibilities
  • Provide high quality professional service to merchants before, during and after onboarding.
  • Assist merchants with requests regarding MW's products and services and act as a point of contact to communicate in an open, helpful, and engaging tone.
  • Log and escalate technical issues; interact with other departments and third parties as needed.
  • Log, log and escalate inquiries, maintain accurate records of work requests and merchant data.
  • Perform new account setup and configuration within service levels; maintain existing accounts.
  • Handle daily actioning of chargebacks and dispute processing within industry timeframes and corporate guidelines.
  • Provide first-level operational support to merchants via phone and email; document problem resolutions with stakeholders.
  • Identify and document resolution steps, help troubleshoot operational issues, and ensure timely follow-up and escalation when required.
  • Provide consultative servicing to meet merchant and company objectives; maintain positive relationships with merchants, partners, and internal teams.
  • Stay up to date with product/service updates, features, and internal process changes; communicate new features to merchants and articulate existing functionality.
  • Keep merchants informed on progress of queries and manage expectations; proactively engage with merchant groups to improve relationships.
  • Ensure accuracy of communications, data, and reports provided to merchants and partners.
  • Support onboarding activities as required; raise process inconsistencies to improve efficiency and productivity.
  • Contribute toward team targets and KPIs; adhere to company policies, procedures, and culture.
Qualifications
  • 2-3+ years of experience in customer service and technical support, preferably within the payments ecosystem (payment processors/gateways, acquiring banks, fintechs, or payment schemes such as VISA, Mastercard, AMEX).
  • Experience in a finance/fintech CS-TS environment is preferred but not required.
  • Familiarity with payments industry terminology and merchant acquiring processes is an advantage.
  • Basic understanding of online payments/e-commerce and payment gateways.
  • Mentor support provided on the job; willingness to learn about payments and related updates.
  • Strong work ethic and customer service orientation; ability to communicate clearly via phone and email; attention to detail.
  • Excellent verbal and written communication, negotiation, and conflict resolution skills.
  • Good time management, prioritization, and problem-solving abilities.
  • Proficient in Microsoft Office; familiarity with helpdesk tools (Deskpro) or SharePoint is advantageous but not mandatory.
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