Merchant Experience Specialist

2 hours ago

Mandaluyong City, National Capital Region, Philippines Bershaw Consultancy Full time ₱240,000 - ₱360,000 per year

● Merchant Relationship Management:

○ 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.

● Onboarding and Training:

○ 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.

● Merchant Support and Issue Resolution:

○ 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.

● Workflow and Performance Management:

○ 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.

● Strategy Development and Continuous Improvement:

○ 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.

● Collaboration and Flexibility:

○ 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.

This role provides the unique opportunity to balance customer relationship management and technical support in a fast-paced, dynamic environment. If you are a proactive problem solver with a passion for customer service, we invite you to join and help us ensure the success and satisfaction of our merchants.

Job Type: Full-time

Pay: Php20, Php30,000.00 per month

Benefits:

  • Flexible schedule
  • Work from home

Work Location: Hybrid remote in Mandaluyong

Application Deadline: 12/06/2025

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