Merchant Experience Consultant

؜ - ؜السالمية ؜ -
موقع المُعلن

تفاصيل الوظيفة


  • 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

  • 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


Requirements to apply



  • ‎1-‎2 years of role-specific experience in Financial Services/Fintech/High-Growth Startups

  • Preferred degree, but real-world experience is also accepted.

  • 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


Skills


Customer Service
CRM (Customer Relationship Management) Software
Customer Retention

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