Merchant Operations Representative at PayJoy

This role

• The Merchant Operations Representative is responsible for running and maintaining processes linked with our commercial team and merchants, providing administrative support, guarantees the effective admin/merchant/clerk (partners) onboarding process, identifying potential risks in current processes, and providing insights to stakeholders.

Responsibilities

• Handle partners’ queries, support requests, and operational coordination. Act as a subject matter expert regarding specific issues and concerns raised by the partners. 
• Provide accurate, valid, and complete information by using the right methods/tools
• Manage merchant/partner onboarding, including merchants' documentation in order and filed to facilitate the search when needed (official letters, complaints, etc.), data entry, and record-keeping. 
• Provide technical guidance to the customer on using a product or service effectively and efficiently.
• Document and escalate issues they encounter with the merchant console and escalate complex issues to higher-level support personnel.
• Oversee store-related tasks, including creation, closure, and clerk management. 
• Own the partner communication channel and NPS, by chats, Whatsapp and social networks.
• Provide a weekly report (during a meeting or through a template) and recommendations for better merchant experience for the related managers.

Requirements

• Bachelor's degree in industrial engineering, administration, or a related field.
• More than 1 year of experience in support and/or account management in sectors such as telecommunications, retail, and/or finance.
• Self-orientation, drive, and ability to communicate clearly and persuasively to customers.
• Strong technology skills (MS Office, CRMs, SQL, Google Suite or Office, especially Excel, etc.) and ZOHO, Zendesk, and other CRM systems
• Ability to communicate their ideas assertively, solve problems effectively, and maintain a constant focus on continuous improvement.