Merchant And Partner Support Senior Executive, Manila

Last update 2024-02-27
Expires 2024-03-27
ID #1793818867
Merchant And Partner Support Senior Executive, Manila
Philippines, Metro Manila, Manila,
Modified August 14, 2023


Job DescriptionPrimarily take on a business partner role and support merchant/partner implementations by handling onboarding procedures and coordinating with the merchant/partner development teams, internal business and technical teams for integration matters. Support business development (BD) efforts during pre-sales, implementation, and post-sales by:providing technical expertise to BD team and to merchants and partners during internal and external engagementscollecting and completing documentary requirements from merchants/partnersliaising with the legal team for contract review and executionreviewing of technical documents (e.g. API) from partners and flagging any potential issues/inconsistencies on the transaction flow, connectivity, system compatibility, etc.managing/monitoring of any required technical developments/enhancements, both internally by the Business and externally by merchant and partnersproviding technical support to merchants/partners by understanding their payment processing requirements and by manoeuvring internally to obtain the necessary development resourcesconducting internal and external trainingpreparing support related reports and ad-hoc statistical reports on payment transactions for Managementconferring with merchants/partners by telephone, by email, in person or through any other applicable messaging platform to provide information about the Company’s products and serviceshandling merchant/partner enquiries on issues including, but not limited to, transaction tracking, fraud & chargeback transactions, transaction errors and operational issues in case of any scheduled and unscheduled system changes and outagestracking open trouble tickets and escalating them to the related teams if necessarymaintaining the FAQs and user guides, as necessary, for merchants and partnerscontributing to process improvement by identifying sources of merchant/partner issues, recognizing trends and sharing reports to the rest of the teamsupervising team members and ensuring full compliance with the Company’s policiesmotivating members of the Support team through regular sharing sessions and coaching team members to ensure they attain a high level of performance, discipline and technical competencyQualificationsBachelor’s degree, IT relatedMinimum of 3 years' working experience in Customer Support and Technical Support, preferably from a payment gateway provider, financial/financial technology company or BPO servicing financial institutionsAt least 1 year’s experience of merchant/customer support in payment gateway with Technical and Application Support expertise is a plusDependable, flexible, calm, good listenerGood organization, problem solving and time management skillsGood MS-Office skillsFamiliar with Zendesk, ConfluenceStrong customer relations and communication skillsGood command of English, both written and spokenAbility to lead a small team of 2-5 peopleProven ability to cope with conflict, stress and crisis situations.Strong leadership, people management experience and decision-making skills.Collaborative team player and highly adaptable to the changing needs of internal and external customers.We offer an attractive remuneration package, a fast-paced and exciting working environment, and provide challenging opportunities for life-long learning and career development.

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: Merchant and partner support senior executive

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