Retailer Support Agent

5 days ago

Ortigas Metro Manila, Philippines Acquire Intelligence Full time

The Retailer Support Agent serves as the main point of contact for retail partners, providing assistance, resolving issues, and ensuring a smooth operational experience across the platform. This role requires strong communication skills, problem-solving ability, and a customer-centric approach to help retailers succeed.


Key Responsibilities

Retailer Assistance & Support

  • Respond to retailer inquiries via phone, chat, email, or ticketing systems.
  • Provide guidance on product listings, order management, payments, account settings, and system navigation.
  • Support retailers with onboarding, documentation, and platform training.
  • Ensure retailers understand policies, standards, and operational guidelines.

Issue Resolution

  • Troubleshoot issues related to orders, cancellations, returns, payments, and technical access.
  • Identify root causes and resolve problems efficiently while maintaining a positive service experience.
  • Escalate complex or system-related issues to technical or operations teams when needed.
  • Follow up on open cases to ensure timely resolution.

Operational Coordination

  • Monitor retailer performance metrics and flag potential issues affecting service quality or order fulfillment.
  • Collaborate with logistics, finance, customer service, and product teams to address retailer concerns.
  • Ensure consistent compliance with platform rules and service-level agreements (SLAs).

Documentation & Reporting

  • Record all interactions and resolutions in the CRM or support system.
  • Provide feedback on common retailer issues to help enhance processes and platform features.
  • Contribute to knowledge base articles, FAQs, and support documentation.

Qualifications

  • Experience in customer service, retail operations, support roles, or account management preferred.
  • Strong communication and interpersonal skills.
  • Ability to multitask and manage priorities in a fast-paced environment.
  • Basic technical aptitude; familiarity with CRM tools (Zendesk, Freshdesk, Salesforce) is a plus.
  • Problem-solving mindset with attention to detail and empathy.

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