Merchant Support Specialist

PT Binajasa Sumber Sarana (BSS Recruitment); Jakarta Selatan; On-site; IDR 78,120,000 - 133,920,000; Full time

Job summary

PT Binajasa Sumber Sarana (BSS Recruitment) in Jakarta Selatan seeks a Customer Support / Merchant Operations Specialist to handle merchant inquiries within SLA, assist onboarding and store updates, and coordinate with internal teams for timely resolution. The role emphasizes guiding merchants to self-service tools and maintaining accurate records in Excel.

You will build strong relationships with merchants through professional, responsive support and contribute to operational reporting.

Qualifications

• Diploma (D3) or Bachelor's Degree (S1) in any field.
• At least 2 years of experience in Customer Support, Merchant Support, Account Management, or a related role.
• Good command of English, both spoken and written.
• Strong communication, interpersonal, and problem-solving skills with a customer-focused approach.
• Proficient in Microsoft Office, especially Excel, Word, and PowerPoint.

Responsibilities

• Provide operational support to merchants by handling inquiries and requests within the agreed Service Level Agreement (SLA).
• Assist with merchant onboarding, promotional setup, menu updates, store information changes, and other operational requests.
• Coordinate with internal teams to escape issues and ensure timely resolution while keeping stakeholders informed.
• Guide merchants to utilize self-service tools and the Help Center for routine support requests.
• Maintain accurate merchant account records and prepare operational reports using Microsoft Excel.
• Build strong relationships with merchants by delivering professional, responsive, and customer-focused support.

Skills

Communication skills

Interpersonal skills

Problem-solving

Customer-focused

Education

Diploma (D3) or Bachelor's Degree (S1) in any field

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

• Provide operational support to merchants by handling inquiries and requests within the agreed Service Level Agreement (SLA).
• Assist with merchant onboarding, promotional setup, menu updates, store information changes, and other operational requests.
• Coordinate with internal teams to escape issues and ensure timely resolution while keeping stakeholders informed.
• Guide merchants to utilize self-service tools and the Help Center for routine support requests.
• Maintain accurate merchant account records and prepare operational reports using Microsoft Excel.
• Build strong relationships with merchants by delivering professional, responsive, and customer-focused support.

Job Description

• Provide operational support to merchants by handling inquiries and requests within the agreed Service Level Agreement (SLA).
• Assist with merchant onboarding, promotional setup, menu updates, store information changes, and other operational requests.
• Coordinate with internal teams to escape issues and ensure timely resolution while keeping stakeholders informed.
• Guide merchants to utilize self-service tools and the Help Center for routine support requests.
• Maintain accurate merchant account records and prepare operational reports using Microsoft Excel.
• Build strong relationships with merchants by delivering professional, responsive, and customer-focused support.

Minimum Qualifications

• Diploma (D3) or Bachelor's Degree (S1) in any field.
• At least 2 years of experience in Customer Support, Merchant Support, Account Management, or a related role.
• Good command of English, both spoken and written.
• Strong communication, interpersonal, and problem-solving skills with a customer-focused approach.
• Proficient in Microsoft Office, especially Excel, Word, and PowerPoint.
• Detail-oriented, proactive, and able to manage multiple tasks in a fast-paced environment.