Merchant Success & Support Specialist

Link Business Process Inc.; Pasig; On-site; PHP 502,000 - 837,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Merchant Acquiring

Credit Card Industry

Fraud Detection

Relationship Building

Payment Operations

Communication Skills

Analytical Skills

Problem Solving

Customer Centric Design

Attention to Detail

Education

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

Job description

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.