- Acts as a liaison and support between merchants and different teams/departments to ensure that all questions and concerns (technical and non-technical) are address and resolved promptly.
- Responds to all merchants in a timely manner and brainstorms with operations team for proactive solutions to avoid customer dissatisfaction.
- Address feature gaps to drive retention throughout the customer life cycle
- 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
- Prepares helpdesk report which includes the technical and non-technical concerns, opportunities, and suggestions that will contribute to after-sales success
- 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
- Ensure appropriate merchant metrics are generated, data is accurate and reporting deadlines are met on a timely basis
- Others may be assigned
- 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
- 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
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Merchant Success Specialist - Philippines, Pilipinas - VeritasPay Philippines Inc.
