Merchant Operations Representative
Merchant Operations Representative
Posted on :
12-02-2025
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1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
12-02-2025
Job Description
About the Job
- The Merchant Operations Representative for the company will be tasked with taking care of the admin/merchant/clerk (partners) onboarding process identifying potential risks in current processes and providing insights to stakeholders. The perfect candidate should be comfortable mentoring and guiding a team comfortable with people across the organization and focused on improving processes and issues found to ensure a great customer (admin merchant and clerk) experience.
- In this role they will own monitor and improve merchant support metrics (e.g. onboarding turnaround time requirement completeness etc). Additionally the hired candidate will report to the Merchant Operations Supervisor forge strong alliances with the other Merchant Ops team members and the Commercial team and interact with other business operations and merchant support team members from other companyoperating countries ensuring they perform according to local expectations. This role will follow the standardization of the companys global merchant support metrics and initiatives (e.g. aligning a common crosscountry approach for merchant support quality assurance ratings) seek for optimization of resources (e.g. creating guidance documents from the tools we are using) and manage reporting tasks. This role will be instrumental in the newly launched operations.
Responsibilities
- Partner Support & Operations: Handle partners queries support requests and operational coordination. Ensure timely and efficient resolution of issues while maintaining a positive partner experience. Own the partner communication channel and NPS
- Documentation & Onboarding: Manage merchant/partner onboarding including documentation data entry and recordkeeping. Streamline the onboarding process to ensure accuracy and compliance.
- Store Management: Oversee storerelated tasks including creation closure and clerk management. Ensure smooth store operations and effective clerk management.
- Operational Efficiency: Focus on optimizing processes and ensuring smooth collaboration between teams. Identify bottlenecks streamline workflows and facilitate communication between different functions.
- Perform outbound calls to the customers
- Execute quality control/assurance/maintenance
- Standardize localize and run the partners onboarding and support processes
- Act as a subject matter expert regarding specific issues and concerns raised by the partners
- Provide accurate valid and complete information by using the right methods/tools
- Provide a weekly report (during a meeting or through a template) and recommendations for better merchant experience for the related managers
Requirements
- Excellent verbal and written communication in English and Tagalog
- Willing to work onsite in the Bonifacio Global City (BGC) area
- The hired representative should NOT live more than 1 hour away by public transport/car from the office
- Robust knowledge and experience in data analysis
- Bachelors degree or equivalent
- Minimum of 1 (one) year of working in merchant support/business support (finance industry background is preferred)
- Interested in growing a career as a merchant operations professional and manager
- Must be detail and processoriented and have experience working with robust SLAs
- Selforientation drive and ability to communicate clearly and persuasively to customers
- Comfortable working on Google Suite (Sheet Docs Slides etc) / Microsoft Excel and analytics
- Previous technical experience (SQL) is a plus
- Reliable/strong internet connection (if needed to work from home)
Employment Type
Full Time
Key Skills
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