Customer Experience Specialist

KMZD GROUP; Manila; On-site; PHP 300,000 - 540,000; Full time

Job summary

KMZD GROUP is seeking a dedicated Merchant Account Support professional in the Philippines to assist merchant partners throughout onboarding, training, and ongoing inquiries. You will collaborate with internal teams to ensure responses are timely and effective, while maintaining high partner satisfaction.

The role involves handling onboarding processes, guiding platform usage, and managing tickets in Jira, with a focus on accurate documentation and proactive problem resolution.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Sales, or a related discipline.
• Excellent verbal and written communication skills.
• Strong customer service and relationship-management abilities.
• Good analytical and problem-solving skills.
• Able to manage multiple concerns and priorities in a fast-paced environment.

Responsibilities

• Support merchant partners through onboarding, training, inquiries, and issue resolution.
• Maintain professional relationships with assigned merchant partners and understand their business needs.
• Assist with onboarding and platform integration, and train on features and best practices.
• Respond to inquiries via email and chat, document interactions, and meet SLAs.
• Create and update Jira tickets for technical and system-related concerns.

Skills

Communication

Customer service

Analytical thinking

Time management

Education

Bachelor’s degree in Business Administration, Marketing, Sales, or related

Tools

Excel

PowerPoint

Google Sheets

Google Slides

HubSpot

JIRA

Job description

This position will focus on supporting merchant partners throughout their journey—from onboarding and training to day-to-day inquiries, issue resolution, and platform engagement. The successful candidate will work closely with merchants and internal teams to ensure concerns are handled efficiently and that merchants receive consistent, high-quality support.

If you have a background in customer service, account management, client support, or call center operations and enjoy building professional relationships while solving customer concerns, this may be a great opportunity for you.

Job Responsibilities

Merchant Account Support

• Assist in maintaining strong and professional relationships with assigned merchant partners.

• Understand merchant concerns, business needs, and operational challenges.

• Help ensure a positive merchant experience and encourage continued platform engagement.

Onboarding & Merchant Training

• Assist new merchants during the onboarding and platform integration process.

• Provide guidance regarding platform features, tools, procedures, and best practices.

• Conduct or assist with merchant training sessions when required.

• Keep training references and materials updated based on product or process changes.

Customer & Merchant Support

• Respond to merchant inquiries received through email and chat.

• Handle concerns professionally while meeting established service-level requirements.

• Perform initial troubleshooting and gather relevant details regarding reported issues.

Ticket Management

• Review and categorize incoming merchant requests based on urgency and type.

• Document merchant interactions, actions taken, and resolutions accurately.

• Create and update JIRA tickets for technical and system-related concerns.

Performance Tracking

• Monitor assigned merchant requests and support activities.

• Provide regular updates regarding workload, completed tasks, and outstanding cases.

• Assist in tracking service and performance-related metrics.

Process Improvement

• Identify recurring merchant concerns and recommend possible improvements.

• Help improve existing merchant support procedures and workflows.

• Contribute ideas and initiatives that can improve merchant satisfaction and platform usage.

Job Requirements

• Bachelor’s degree in Business Administration, Marketing, Sales, or a related discipline.

• At least 2 years of relevant experience in customer service, account management, client support, or call center operations.

• Experience handling merchant, customer, or business accounts is an advantage.

• Exposure to Retail, Food & Beverage, FMCG, or Software Solutions is preferred.

• Proficient in Microsoft Office applications, particularly Excel and PowerPoint.

• Familiarity with Google Sheets and Google Slides.

• Experience using HubSpot and JIRA is an advantage.

• Excellent verbal and written communication skills.

• Strong customer service and relationship-management abilities.

• Good analytical and problem-solving skills.

• Able to manage multiple concerns and priorities in a fast-paced environment.

• Detail-oriented, organized, proactive, and dependable.

• Comfortable working collaboratively with different teams.

• Willing to work flexible schedules, including weekends, when required by business operations.