As a Merchant Support Officer in the CRM team, you will be the first point of contact for our merchants, ensuring their experience with us is seamless, professional, and efficient. You will handle client inquiries, resolve account management and settlement-related issues, and provide clear guidance to merchants on how to navigate and use our systems effectively.
Your role will include assisting merchants with account setup, creating and testing dashboard users, and explaining platform functionalities in a way that is easy to understand. You will also collaborate closely with internal teams—including Technical, Risk, and Settlements—to resolve merchant requests such as reconciliation queries, settlement reports, login issues, APMs-related matters and escalating technical or operational issues to the relevant teams when needed.
This role combines client-facing support, process coordination, and cross-functional collaboration to ensure merchants have a seamless and efficient experience. Ultimately, you will play a key role in delivering excellent customer service, building strong merchant relationships, and ensuring high levels of satisfaction and trust.