Job Summary:
The position exists to listen to customer service issues and then offer unique and innovative solutions to each problem, attending to all tickets raised by customers/merchants as well as sales operations.
The position holder must have a strong command of the company’s customer and merchant service policies and be well-trained in product knowledge that is critical for offering quick and accurate assistance to all customers and related stakeholders.

Key Responsibilities:
• First point of contact for all business customers and merchants.
• Analyse and respond appropriately to queries from customers/merchants via telephone and e-mail, working towards an appropriate solution

Answers incoming customer calls regarding billing issues, product problems, service questions and general merchant concerns
• Acquire a thorough understanding of assigned merchants’ needs and requirements.
• Establish a relationship with assigned merchants and help them settle in by resolving any issues and problems faced during the onboarding process.
• Engage assigned merchants monthly via calls, emails, or visits.

Serve as the link of communication between merchants and internal teams.
• Provide troubleshooting assistance for merchant orders, account statuses and relevant problems
• Support the Sales Team by generating sales-related reports for management and performing general office functions.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Recognize potential sales opportunities for example while resolving customer issues and recommend related products or services and upsell.
• Prepare periodic customer and merchant feedback reports and submit them to the Operations Manager for decision making.

Education/Experience Needed:
• Bachelor’s Degree in a Business-related field.
• At least 1 year experience in a customer service-related role.

Skills and Abilities Required:
• Excellent verbal, written and interpersonal communication skills;
• Proficiency in Microsoft office.
• Ability to always remain professional and courteous with customers, good time management skills, analytical and problem-solving skills, good interpersonal skills.