Title: Merchant Care Specialist

Location: New Delhi, India

What you’ll do:

Must be very effective in providing a resolution to the Merchants queries and issues.
Develop and maintain strong relationships with Merchants.
Be consistent with follow-ups for all cases to ensure complete and timely resolution for the Merchants.
Creative problem solving and solution-oriented approach to handle Merchant issues resulting in an enhanced Merchant experience.
Escalate urgent issues timely, keeping positive Merchant experience at the center of all such actions.
Manage multiple applications and resources including contact management systems and knowledge bases.
Communicate effectively with Merchants and internal stakeholders.
Identify and share Merchant VOC’s that can help improve overall Merchant experience.
Utilize all available SOPs, tools, and resources to ensure an exceptional Merchant experience on every interaction.
Must adhere to the Quality process and align with ensuring the highest level of Merchant experience while handling transactions.
Additional duties and responsibilities as necessary.

What you’ll bring to the table:

Excellent written and verbal English communication skills, including the ability to express oneself with confidence.
A highly motivated self-starter with an eagerness to learn and grow.
Ability to prioritize and troubleshoot problems and find speedy resolutions in high-pressure, time sensitive situations.
Overall work experience of 3 – 5 years with at least 1 year in a similar role.

Reports to: Senior Team Lead, Merchant Care

Perks & Benefits: