Merchant Support Specialist

Get to know the role

- Collaborate closely with internal team members to address and attend to all merchant enquiries.

- Partner with multiple teams to refine and deliver the most effective solutions for merchant and customer challenges.

- Consistently go above and beyond to ensure merchants and customers feel appreciated and valued.

- Focus on investigating uncompleted orders and disputes raised by merchants and/or customers.

- Oversee and grow the way we communicate with our merchant partners.

- Handle complex data entry accurately, efficiently, and within required timeframes.

The Day-to-Day Activities

- Respond to merchant queries through Microsoft Dynamic 365 by addressing product and service requests.

- Resolve product or service issues by understanding and clarifying the merchant’s and customer’s complaint; identifying the root cause; and selecting, explaining, and implementing the most appropriate solution.

- Drive the timely correction or adjustment requested by merchants and customers, with continuous follow-up to ensure the issue is resolved.

- Serve as the point of contact between the merchant and the company, providing support by attending to their needs and queries.

- Help merchants and customers feel fully confident in our processes and systems.

The Must-Haves

- 1-2 years experience in Account Management, Operations, Customer Service, Communications, PR, Marketing, Hospitality, or any other related fields.

- Ability to work effectively under time-sensitive conditions with tight deadlines.

- Strong verbal and written communication skills, along with excellent interpersonal abilities.

- A structured understanding of operational processes.

- Fluent in written and spoken English and Bahasa Malaysia.

- Fresh graduates with relevant internship experiences are welcome to apply

The Nice-to-Haves

- Experience in a customer centric environment in the service industry would be a plus.