Seo Specialist

Overview

Full time Dayshift WFH - Finance CS/TECH Specialist (OCTOBER startdate)

Location: 1600 Pasig City, National Capital Region · Scale-X Solutions

Posted 19 days ago

Permanent

This is a remote position.

As part of the business' Customer Care & Operations Team you will provide high quality professional service to merchants by assisting them before, during and post onboarding. You will also assist merchants with various requests regarding MW\'s products and services. You will communicate in an open, helpful and engaging tone and focus on finding the right solution for each case, interacting with other departments and third parties as needed.

• Ensure accurate and timely logging of all work requests, issues and problems received from merchants via phone or email
• Perform new account setup and configuration for merchants within agreed service levels and maintain/update existing accounts
• Process daily Chargebacks and Dispute requests within industry timeframes using established guidelines
• Respond to merchant/partner requests within defined response times to achieve high-quality customer service
• Provide first-level operational support to merchants and partners via phone and email; log and escalate technical issues as required
• Identify, drive and document problem resolution and troubleshooting with key stakeholders
• Report, refer, follow-up and escalate merchant issues to minimize service disruption
• Provide consultative servicing to meet merchant and company objectives; foster positive relationships with merchants, business partners and internal teams
• Keep up to date with MW product/service enhancements and internal system/process updates
• Communicate new product features to merchants and articulate product/system functionality
• Provide regular updates to merchants on progress of queries and manage expectations
• Proactively engage merchant groups to improve relationships
• Ensure accuracy of communications, data and reports provided to merchants and partners
• Support onboarding activities as required
• Raise inconsistencies and suggest improvements to business processes
• Contribute to team targets/KPIs and adhere to policies, procedures and corporate culture

• 2-3+ years of experience in Customer Service & Technical support, preferably in the Payments ecosystem (processors, gateways, acquiring banks, fintechs, or payment schemes such as Visa, Mastercard, Amex)
• Familiarity with payments industry terminology and merchant acquiring processes is an advantage
• Basic understanding of online payments/e-commerce
• You will be assigned a mentor for on-the-job training
• Strong work ethic with enthusiastic, customer-focused attitude
• Excellent verbal and written communication skills; ability to negotiate and resolve conflicts
• High attention to detail and ability to configure merchant/partner accounts accurately
• Self-driven, able to investigate issues and find resolutions
• Motivated to learn about the Payments industry and stay updated on new developments
• Good time management, decision-making and prioritisation skills
• Proficient with Microsoft Office; familiarity with Deskpro or SharePoint is beneficial