Merchant Support

2 days ago


Makati City, National Capital Region, Philippines Paynamics Full time

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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