Title: Resolution Specialist – Merchant Care
Shift: Night Shifts (7:30 PM IST – 4:30 AM IST)
Role Description:
As a Resolution Specialist in our Merchant Care team, you will play a vital role in ensuring merchant satisfaction by addressing complex issues and providing effective solutions.
This role will go beyond the basic support provided by merchant care specialists, resolving complex problems, complaints, or disputes efficiently. Key responsibilities include investigating merchant concerns, analyzing root causes, coordinating with other departments for resolution, and ensuring timely follow-up to ensure merchant needs are met. The Resolution Specialist also plays a role in identifying recurring issues and recommending process improvements suggestions, insights to prevent future problems.
What you’ll do:
- Ensure merchant satisfaction by providing end-to-end support to our merchants.
- Use solid problem-solving skills and in-depth product knowledge to address customer issues and find suitable solutions.
- Act as a mentor and resource for merchant care specialists (if needed), providing guidance and support to assist them in effectively managing challenging situations.
- Redirect non-tech support inquiries to appropriate personnel.
- Ensure adherence to our Company’s target (OKRs) & Service Level Agreements.
- Contribute to ongoing improvement initiatives by offering feedback on processes, insights, procedures, and systems to improve service delivery & merchant experience.
- Collaborate closely with Sr. MCSs and the team leaders to identify and address ongoing challenges in day-to-day work management, proposing effective solutions to enhance productivity and efficiency.
- Provide backup support or coverage for Merchant care specialists during peak periods or staff shortages (weekend working) to ensure continuous and uninterrupted merchant service delivery.
- Develop and maintain relationships with the product/tech team to swiftly resolve potential issues and ensure seamless merchant support.
- Follow up regularly on all cases to ensure complete and timely resolution, demonstrating effectiveness in providing merchant service by addressing complex queries and issues with expertise and efficiency.
- Offer feedback and business insights to leadership and program teams regarding processes and trends that affect the merchant experience, contributing to ongoing improvements and optimizations.
- Efficiently set goals and avoid escalations, maintaining relevancy and quality while providing service to the Merchants.
- Additional duties and responsibilities as necessary.
What you’ll bring to the table:
- At least 5-8 years of merchant/ customer support experience and experience working in a support environment.
- Someone who can work CST hours, communicate clearly & succinctly with US based merchants.
- Ability to deliver a robust merchant experience with a motivated mindset and innovative problem-solving abilities.
- Proficiency in handling various communication channels.
- Exceptional problem-solving abilities to address complex merchant issues and provide timely resolutions.
- Ability to work collaboratively in a team environment and contribute to a positive and supportive work culture.
- Candidates with international domain (managing international support) experience will be preferred.
Reports to: Team Leader- Merchant Care
Perks & Benefits:
- Medical, Term & 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
- Work From Home Allowance
- Referral Bonus Program
- Fun Culture >>> Check us out on Instagram (@lifeatshipbob)
