Merchant - Helpdesk (Fresh Grad is Acceptable)

Link Business Process Inc.; Pasig; Presencial; PHP 502 000 - 837 000; Tempo integral

Resumo da oferta

Link Business Process Inc. in Pasig, Metro Manila, is seeking a Merchant Support Specialist to act as a liaison between merchants and internal teams, addressing technical and non-technical questions promptly.

The role covers handling inquiries, maintaining records, identifying feature gaps, cross-selling, building trusted relationships, and ensuring clear communication to align our products with merchant needs. A strong English command is required.

Qualificações

• Bachelor’s degree in Business Administration, Management, Marketing, or related course.
• 2-4 years of relevant experience in a financial industry or payment business.
• Proficient in English both written and verbal communication.

Responsabilidades

• Completes root cause and process gap analysis for escalations and merchant complaints.
• Evaluate churn and down sell risk for each merchant.
• Identify opportunities to utilize VeritasPay or partner infrastructure to meet merchants’ requirements.
• Ensures accuracy of SLA escalation and resolution set.
• Problem resolution, including escalation of issues to the correct department.
• Prepare reports covering merchant transaction activity, technical and non-technical concerns, processing volume, and recommendations to support effective after-sales service.
• Ensure appropriate merchant metrics are generated, data is accurate, and reporting deadlines are met on a timely basis.
• Others may be assigned.

Conhecimentos

Merchant Acquiring

Credit Card Industry

Fraud Detection

Relationship Building

Payment Operations

Communication Skills

Analytical Skills

Problem Solving

Customer Centric Design

Attention to Detail

Formação académica

Bachelor’s degree in Business Administration, Management, Marketing, or related course

Descrição da oferta de emprego

CORE FUNCTION:

• Acts as a liaison and support between merchants and different teams/departments to ensure that all questions and concerns (technical and non-technical) are addressed and resolved promptly.
• Responds to all merchants in a timely manner and brainstorms with operations team for proactive solutions to avoid customer dissatisfaction.
• Provides first-level support to merchants by handling inquiries, concerns, and service-related requests
• Handles assigned merchant accounts, ensuring timely resolution of concerns and consistent communication with merchants.
• Timely and accurately updates all files and sheets related to his/her role.
• Identifies and addresses feature gaps and merchant concerns to support retention throughout the merchant lifecycle.
• Cross-sells and upsells in accordance with merchants’ payment needs and business structure.
• Ensure that the plans and processes are being adopted by merchants to align our products and services to their business needs, and avoid confusion in features and limitations
• Develop merchant relationships by building trust through providing clear and accurate information and ensuring that their concerns are addressed in a timely manner.
• Learns and builds deep understanding of each merchant account including the payment solution, account structure, key persons and product/services offered.
• Cascades planned and unplanned notifications and advisories to merchants

DUTIES AND RESPONSIBILITIES

• Completes root cause and process gap analysis for managers escalations and specific merchant complaints.
• Evaluate churn and down sell risk for each merchant
• Identify opportunities that best utilize VeritasPay or its partner’s infrastructure to meet merchants’ requirements
• Ensures accuracy of SLA escalation and resolution set
• Problem resolution, including escalation of issues to the correct department
• Prepare reports covering merchant transaction activity, technical and non-technical concerns, processing volume, and recommendations to support effective after-sales service.
• Ensure appropriate merchant metrics are generated, data is accurate, and reporting deadlines are met on a timely basis
• Others may be assigned

JOB QUALIFICATION

• Bachelor’s degree in Business Administration, Management, Marketing, or related course
• Minimum of 2-4 years relevant experience in a financial industry or payment business
• Proficient in English both written and verbal communication

SKILLS

• Working knowledge of Merchant Acquiring and Credit Card business (preferred)
• Basic knowledge of Fraud Detection (preferred) Proven experience in building strong internal and external relationships
• Basic technical skills and payment operations functionalities
• Good communication and presentation skills Excellent analytical, critical and problem-solving skills
• Strategic skills and ability to adapt conversations for technical and non-technical audiences
• Knowledge of Customer Centric Design
• Strong attention to details and have a can-do work attitude
• Willing to work on weekend, holidays, and shifting schedules as needed