Merchant Success Advocate

4 weeks ago

Pasig, National Capital Region, Philippines VeritasPay Philippines Inc. Full time
Job Title: Merchant Success Specialist

At VeritasPay Philippines Inc., we are seeking a highly skilled and experienced Merchant Success Specialist to join our team. As a key member of our customer success team, you will play a critical role in ensuring that our merchants receive exceptional support and service.

Key Responsibilities:
  • Act as a liaison and support between merchants and different teams/departments to ensure that all questions and concerns are addressed and resolved promptly.
  • Respond to all merchants in a timely manner and brainstorm with operations team for proactive solutions to avoid customer dissatisfaction.
  • Address feature gaps to drive retention throughout the customer life cycle.
  • 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.
  • Prepares helpdesk report which includes the technical and non-technical concerns, opportunities, and suggestions that will contribute to after-sales success.
Requirements:
  • 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.
Preferred Skills:
  • Working knowledge of Merchant Acquiring and Credit Card business.
  • Basic knowledge of Fraud Detection.
  • 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.

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