Merchant Experience Specialist

4 hours ago

Mandaluyong City, National Capital Region, Philippines Bershaw Consultancy Full time ₱1 - ₱2 per year
  • Provide support to the primary point of contact for key merchant accounts, fostering long-lasting relationships.
  • Develop a deep understanding of each merchant's business goals, challenges, and needs to offer tailored solutions.
  • Collaborate with internal teams to develop strategies and solutions that meet merchant objectives and enhance platform engagement.
  • Manage the onboarding process for new merchant partners, ensuring a smooth transition and integration with the platform.
  • Provide continuous training and support on product features, tools, and best practices to maximize merchant success.
  • Update training materials regularly to reflect product updates and industry developments.
  • Respond to merchant inquiries via email and chat within SLA timeframes, ensuring quick and effective communication.
  • Conduct basic troubleshooting to replicate issues and escalate unresolved cases to higher-tier support teams.
  • Acknowledge receipt of inquiries, provide updates regularly, and request additional information when necessary.
  • Assess and categorize incoming requests, maintaining organized records of communication and resolutions.
  • Create JIRA tickets for technical requests and escalate issues with proper documentation.
  • Track and report on performance metrics, ensuring regular updates at the start and end of shifts for a clear progress overview.
  • Contribute to the development and execution of strategies to drive merchant satisfaction, retention, and platform engagement.
  • Identify opportunities for process improvement within merchant support workflows and propose solutions to enhance efficiency.
  • Stay updated on industry trends, competitor activities, and emerging technologies to continuously improve merchant success initiatives.
  • Collaborate with cross-functional teams to align merchant success efforts with overall company objectives.
  • Be available to work on weekends and flexible shifts depending on ticket-entry trends and business needs.
  • Report onsite as required for designated in-office workdays

Job Type: Full-time

Application Question(s):

  • Do you have exposure to Retail, Food & Beverage, FMCG, or software solutions? industries.

Education:

  • Bachelor's (Required)

Experience:

  • Customer Service: 2 years (Required)
  • Account Management: 2 years (Required)
  • HubSpot: 2 years (Required)
  • Jira: 2 years (Required)

Work Location: In person

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