Roles & Responsibilities

Primarily handling merchant escalated cases daily.
Working with the internal stakeholders to extract the resolution.
Identify opportunities for process improvement, considering the merchant and partner experiences.
Proactively help to resolve merchant concerns in a timely, professional and positive manner, escalating issues to the next level or other internal stakeholders, as needed.
If required need to connect with the merchants via phone or non-voice channels, to understand and work on the case efficiently and effectively.
Flexible to take up extra initiative or additional work as per the organizational requirement.
Connecting with customers via call / mail to address their queries.
Manage backend operational processes to support customer service delivery.
Provide exceptional customer service by addressing concerns and following up on ticket status.
Collaborate with internal teams to escalate and resolve complex issues.
Prioritize and handle tickets efficiently, ensuring timely resolution.

Requirements

Bachelors degree in any Stream.
A min. experience of 1 year.
Should be proficient with MS Office.
Candidates with relevant (Merchant Helpdesk / Onboarding Experience) preferred.
Exceptional writing and editing skills combined with strong presentation and public speaking skills.

Executive - Onboarding