Merchant Support
2 days ago
Key Responsibilities
- Track, monitor, and resolve inbound merchant inquiries via phone, email, and chat within agreed service levels
- Troubleshoot Level 1 non-technical product or service issues using established procedures
- Identify root causes of issues and provide effective solutions
- Maintain accurate transaction records and merchant interaction logs
- Escalate complex cases to Level 2 or other teams (Sales, Marketing, Finance, Compliance, etc.)
- Provide clear guidance to merchants for self-resolution where possible
- Prepare reports and assist with ad-hoc projects
- Maintain up-to-date knowledge of Paynamics products and services
- Act as a liaison between internal teams and external legal counsel for all legal matters.
Qualifications
- Bachelors degree in a business, computer, or related field
- 1+ year in BPO, Payments, Financial Tech, or Banking preferred
- Proficiency in MS Office (Word, Excel)
- Strong attention to detail, problem-solving skills, and adaptability
- Excellent written and verbal English communication skills
- Familiarity with ticketing systems like JIRA or FreshDesk is a plus
- Willingness to work shifts, weekends, and holidays
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