Merchant Experience Consultant

Tap Payments; Riyadh; On-site; SAR 89,000 - 156,000; Full time

Job summary

Tap Payments in Saudi Arabia is seeking a customer-centric Tapster to support inbound calls, chats and emails, categorize inquiries, and raise tickets to resolve issues efficiently.

You will work on a shift basis, maintain customer data, provide feedback to product and sales, and help grow our fintech across the MENA region with a professional, empathetic approach.

Qualifications

• Saudi national is a mandatory requirement.
• Bachelor’s degree holder.
• Strong English communication with Arabic preferred.
• Ability to work in a growing fintech.

Responsibilities

• Provide quality customer care via inbound calls, chat and emails.
• Accurately categorize the reason for the customer call/chat.
• Raise support tickets with complete information to enable tracking and resolution.
• Investigate and resolve customer complaints then close support tickets.
• Maintain a database of customer information.
• Escalate inquiries to the appropriate team.
• Assist customers with registration or account creation.
• Pass customer feedback onto product or sales teams to improve offerings.
• Respond promptly to customer inquiries.
• Maintain a positive, empathetic, and professional attitude.
• Capture customer satisfaction at the end of every interaction.
• Stay updated on emails and supporting documents in knowledge base.
• Contribute towards achieving performance targets in team activities.
• Proactively provide improvements to reduce complaints.
• Support a good team environment and assist colleagues.
• Work on a shift basis (remote outside business hours).
• Carry out other duties as assigned.

Skills

Customer care

Ticketing

Communication

Problem solving

Time management

Teamwork

Knowledge base

Registration assistance

English proficiency

Arabic proficiency

Education

Bachelor’s degree

Job description

About Tap

Tap Payments is revolutionizing online payments across the MENA region by connecting businesses with simple, unified payment experiences. We need exceptional talent to help us on this journey.

The Operations team

Great ideas aren't enough. To build a truly global business, we need great experiences. Join our operations team and help build, operate, and scale our customer, financial and administrative operations across the Middle East and beyond. Yalla! let's do this

As a Tapster you will:

• Provide quality customer care to inbound calls, chat and emails

• Accurately categorize the reason for the customer call/chat

• Raise support tickets with complete information to enable tracking and resolution of customer requests

• Investigate and resolve customer complaints then close support tickets

• Maintain a database of customer information

• Escalate inquiries to the appropriate team

  i>

• Assist customers with registration or account creation

• Pass customer feedback onto the product or sales team to improve the organisation’s offerings

• Respond promptly to customer inquiries

• Maintain a positive, empathetic, and professional attitude

• Capture customer satisfaction at the end of every interaction.

• Stay updated on emails and be updated and familiar with all supporting documents on the knowledge base

• Contribute positively towards the achievement of performance targets in all aspects of the team’s activities

• Proactively provide solutions or improvements to Tap management that deliver improved complaints management processes for Tap Customers and where possible reduce the volume of complaints

• Support a good team and working environment by assisting fellow employees and participating constructively in team objectives.

• Work on a shift basis. (remote outside of business hours)

• Carry out other duties, as assigned based on the demands of the business and growth of the role

What you will bring to the party:

• Saudi national is a mandatory requirement for this role

• Bachelor’s degree holder

• Ability to establish credibility and internal relationships

• Understanding of client/merchant/stakeholder care

• Awareness of how your role supports the business

• Enthusiasm for working in a growing fintech

• Ability to work in a team and follow daily tasks

• Skills and knowledge to actively participate in meetings

• Ability to deliver work on time

• Problem-solving and quick-thinking skills

• Ability to organize information and ask relevant questions

• Strong communication skills in English, with a preference for Arabic language ability

Are you ready to shape the future of payments in MENA?