Merchant Success Executive

Axisbridge Equity Sdn Bhd; Kuala Lumpur; On-site; MYR 45,000 - 67,000; Full time

Job summary

Axisbridge Equity Sdn Bhd in Kuala Lumpur is seeking a dedicated Merchant Support specialist to serve as the primary contact for merchants on platform, payments, and account-related inquiries.

You will assist onboarding, guide portal usage, monitor settlements, and coordinate with technical and operations teams to resolve issues, while maintaining accurate records and delivering timely responses across Telegram, WhatsApp, email, and other channels.

Responsibilities

• Serve as the primary point of contact for merchants on platform, payments, and accounts.
• Assist merchants with onboarding, account setup, and portal usage.
• Monitor and follow up on payment, payout, settlement, and transaction issues.
• Provide timely responses via Telegram, WhatsApp, email, and other platforms.
• Troubleshoot basic payment and platform issues and escalate when needed.
• Follow up on outstanding issues to ensure timely resolution and keep merchants informed.
• Build and maintain positive relationships with merchants through responsive communication.
• Understand merchant needs and provide guidance on the company's payment services.
• Identify recurring merchant issues and provide feedback to improve processes.
• Maintain accurate records of merchant enquiries, cases, feedback, and resolutions.
• Handle merchant complaints professionally and follow procedures.
• Assist with merchant communications and operational updates as required.
• Perform other duties and ad-hoc tasks related to merchant success and payment operations.

Skills

Merchant support

Communication

Onboarding

Issue resolution

Job description

Axisbridge Equity Sdn Bhd – Kuala Lumpur, Kuala Lumpur

Serve as the primary point of contact for merchants regarding platform, payment, and account-related enquiries.

Assist merchants with onboarding, account setup, portal usage, and general operational matters.

Monitor and follow up on payment, payout, settlement, and transaction-related issues.

Provide timely and professional responses through communication channels such as Telegram, WhatsApp, email, and other support platforms.

Troubleshoot basic payment and platform issues and coordinate with technical and operations teams when escalation is required.

Follow up on outstanding issues to ensure timely resolution and keep merchants informed of progress.

Build and maintain positive relationships with merchants through responsive and professional communication.

Understand merchant needs and provide appropriate guidance on the company's payment services and solutions.

Identify recurring merchant issues and provide feedback to internal teams to improve processes and service quality.

Maintain accurate records of merchant enquiries, cases, feedback, and resolutions.

Handle merchant complaints professionally and escape critical or sensitive matters according to company procedures.

Assist with merchant communications, announcements, and operational updates when required.

Perform other duties and ad-hoc tasks related to merchant success and payment operations.