Job Description

• Responsible for merchant on-boarding, merchant management and user experiences.
• Work closely in a team of 3-4 who will be on the front line of the business, responding to merchant and user enquiries and requirements
• Manage key merchant accounts and analyse different ways to optimize merchant revenue
• Work in cross-functional teams such as sales and marketing to ensure your teams are delivering exceptional merchant and customer experiences
• Be a Subject-Matter Expert on your team’s processes and policies.
• Document user support processes and FAQs, and work on continuous process improvement
• Manage all user queries coming in from various platforms including but not limited to online chats, calls and emails
• Work closely with the Operations team to manage user expectations
• Generate and analyze user experience reports for service monitoring and improvement
• Share your insights on the user experience report with the team
• Contribute to the support team in terms of voucher fulfilment and coordinate with different parties in the fulfilment process – voucher purchase, etc.

Job Requirements

• Candidates with at least 1 to 3 years of experience in a similar role will be highly preferred
• Excellent Communication Skills
• Ability to listen and empathize with the situation
• Good command of spoken and written English
• Resourceful and capable of learning fast and independently
• Open to flexible working arrangements (e.g. Friday to Tuesday)
• Self-motivated with a strong affinity for problem solving. 

Additional Info