Roles & Responsibilities

• Drive usage growth and increase transaction volumes from the newly onboarded and existing merchants.
• Be the voice of the merchant within the company, representing the merchants' interests, generating insights and removing obstacles.
• Support merchant and customer queries/complaints and provide appropriate solutions and alternatives within the SLA’s and follow up to ensure timely resolution.
• Support account activation for dormant merchants and a follow-up with an action plan to keep them active.
• Build strong merchant relationships through a deep understanding of their business needs and proactively identify new product expansion opportunities
• Upsell/cross sell the company products to existing merchants and achieve the set targets.
• Liaise with different departments to resolve service problems affecting merchants / customers.
• Monitor dashboards and conversions and update any issues on team’s chat and the customer care manager.
• Offer support for the sales team members in different markets
• Follow up on Pending Bank transactions
• Prepare merchant reconciliation reports
• Train newly on-boarded merchants on how to use the the company's system
• Prepare weekly departmental debriefs.
• Service recovery: turn a complaint/unhappy customer into a loyal satisfied customer with professional, empathetic service recovery
• Prompt escalation of queries that cannot be resolved within TAT (Turn Around Time)
• Maintain high level of product knowledge sufficient to advise customers
• Meet the set targets on TAT (Turn Around Time), Quality monitoring and Voice of the Customer.
• Adhere to laid down procedures and duty of care in handling customer’s telephonic and email enquiries
• Maintain a high level of integrity and ethical standards.
• Support the customer care strategy of a 24/7 shift to respond to Clients demands

Desired Skills Qualifacation

• Degree in Business Management or any related field.
• 3 years’ experience in a dynamic and busy Customer Service environmentProficient in English (written and spoken)
• Excellent knowledge of customer service, and standard customer service practices and procedures.
• Tech savvy
• Team player
• Customer focused
• Problem solving
• MS-Office suite Proficiency
• Enthusiastic and proactive