Merchant Experience Specialist

M and J Recruitment Inc.; Mandaluyong; Hybrid; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Day 1 HMO

Equipment

Job summary

M and J Recruitment Inc. is seeking a Merchant Success Specialist for a 6-month contract in Mandaluyong, Philippines. Hybrid setup: onsite on Tue and Thu, with occasional Fridays. You will manage merchant relationships, onboarding, training, and ongoing support.

Requires a Bachelor's degree and 2+ years in customer service or account management, with experience in Retail/F&B/FMCG or software; strong MS Office, Google Suite, HubSpot and JIRA skills are preferred.

Qualifications

• Bachelor's degree in Business Administration, Sales, Marketing, or related field.
• Minimum of 2 years in customer service, account management, or call center experience.
• Preferred exposure to Retail, Food & Beverage, FMCG, or software solutions industries.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint), Google Sheets, Google Slides, HubSpot, and JIRA.
• Exceptional relationship-building and communication skills.

Responsibilities

• Merchant Relationship Management: Provide support to key merchant accounts and foster long-lasting relationships.
• Onboarding and Training: Manage onboarding for new merchant partners and train on product features and best practices.
• Merchant Support and Issue Resolution: Respond to merchant inquiries via email and chat within SLA timeframes; escalate when needed.
• Workflow and Performance Management: Track requests, create JIRA tickets, and report on performance metrics.
• Strategy Development and Continuous Improvement: Contribute to strategies to drive merchant satisfaction and platform engagement.
• Collaboration and Flexibility: Work with cross-functional teams; be available for weekends and in-office days as required.

Skills

Relationship-building

Communication skills

Education

Bachelor's degree in Business Administration, Sales, Marketing, or related field

Tools

HubSpot

JIRA

Excel

Google Sheets

Google Slides

PowerPoint

Job description

Setup & Schedule:

Hybrid Setup: Onsite every Tuesday and Thursday, with occasional onsite work on Fridays as needed

Work Type:

6 months contract (open for contract extension and possible absorption)

Location:

Globe Telecom Plaza, Mandaluyong City

Benefits:

• Day 1 HMO

• Equipment

Qualifications:

• Bachelor's degree in Business Administration, Sales, Marketing, or any related field.

• Minimum of 2 years in customer service, account management, or call center experience.

• Preferred exposure to Retail, Food & Beverage, FMCG, or software solutions industries.

• Proficiency in Microsoft Office Suite (Excel, PowerPoint), Google Sheets, Google Slides, HubSpot, and JIRA.

• Exceptional relationship-building and communication skills.

Key responsibilities:

• Merchant Relationship Management:

  • Provide support to the primary point of contact for key merchant accounts, fostering long-lasting relationships.

  • Develop a deep understanding of each merchant's business goals, challenges, and needs to offer tailored solutions.

  • Collaborate with internal teams to develop strategies and solutions that meet merchant objectives and enhance platform engagement.

• Onboarding and Training:

  • Manage the onboarding process for new merchant partners, ensuring a smooth transition and integration with the platform.

  • Provide continuous training and support on product features, tools, and best practices to maximize merchant success.

  • Update training materials regularly to reflect product updates and industry developments.

• Merchant Support and Issue Resolution:

  • Respond to merchant inquiries via email and chat within SLA timeframes, ensuring quick and effective communication.

  • Conduct basic troubleshooting to replicate issues and escalate unresolved cases to higher-tier support teams.

  • Acknowledge receipt of inquiries, provide updates regularly, and request additional information when necessary.

• Workflow and Performance Management:

  • Assess and categorize incoming requests, maintaining organized records of communication and resolutions.

  • Create JIRA tickets for technical requests and escalate issues with proper documentation.

  • Track and report on performance metrics, ensuring regular updates at the start and end of shifts for a clear progress overview.

• Strategy Development and Continuous Improvement::

  • Contribute to the development and execution of strategies to drive merchant satisfaction, retention, and platform engagement.

  • Identify opportunities for process improvement within merchant support workflows and propose solutions to enhance efficiency.

  • Stay updated on industry trends, competitor activities, and emerging technologies to continuously improve merchant success initiatives.

• Collaboration and Flexibility:

  • Collaborate with cross-functional teams to align merchant success efforts with overall company objectives.

  • Be available to work on weekends and flexible shifts depending on ticket-entry trends and business needs.

  • Report onsite as required for designated in-office workdays.