Title: Merchant Care Specialist
Location: New Delhi, India
What you’ll do:
- Must be very effective in providing a resolution to the Merchants queries and issues.
- Develop and maintain strong relationships with Merchants.
- Be consistent with follow-ups for all cases to ensure complete and timely resolution for the Merchants.
- Creative problem solving and solution-oriented approach to handle Merchant issues resulting in an enhanced Merchant experience.
- Escalate urgent issues timely, keeping positive Merchant experience at the center of all such actions.
- Manage multiple applications and resources including contact management systems and knowledge bases.
- Communicate effectively with Merchants and internal stakeholders.
- Identify and share Merchant VOC’s that can help improve overall Merchant experience.
- Utilize all available SOPs, tools, and resources to ensure an exceptional Merchant experience on every interaction.
- Must adhere to the Quality process and align with ensuring the highest level of Merchant experience while handling transactions.
- Additional duties and responsibilities as necessary.
What you’ll bring to the table:
- Excellent written and verbal English communication skills, including the ability to express oneself with confidence.
- A highly motivated self-starter with an eagerness to learn and grow.
- Ability to prioritize and troubleshoot problems and find speedy resolutions in high-pressure, time sensitive situations.
- Overall work experience of 3 – 5 years with at least 1 year in a similar role.
Reports to: Senior Team Lead, Merchant Care
Perks & Benefits:
- Medical & Accidental Insurance
- All Purpose Leave (casual & sick time): 12 days
- Earned Leave: 15 days
- Public Holiday: 12 days
- Generous Maternity & Paternity Leave
- Quarterly Wellness Day
- Employee Assistance Program
- Work From Home Allowance
- Referral Bonus Program
- Fun Culture >>> Check us out on Instagram (@lifeatshipbob)
