Job Overview
The Merchant Engagement Specialist is responsible for conducting outbound calls to merchants, providing product guidance, gathering feedback, and building strong relationships to enhance merchant engagement and satisfaction. The ideal candidate will combine excellent communication skills with a passion for customer success.
Key Responsibilities:
Qualifying, Re-engagement & Welcome Calls
- Conduct outbound calls to new and existing merchants within the defined SLA.
- Collect feedback and suggestions to understand merchant needs and challenges.
- Professionally introduce the company's services and explain key features or setup procedures.
- Verify customer information and ensure successful account or product activation.
- Provide guidance on using the terminal or product effectively.
Customer Engagement & Relationship Building
- Create a positive first impression through a friendly and professional tone.
- Identify merchant needs or challenges and provide relevant support or escalate as necessary.
- Educate merchants on available support channels, FAQs, and contact methods for future assistance.
Documentation & Reporting
- Accurately record call outcomes, merchant feedback, and any follow-up actions.
- Prepare daily or weekly reports summarizing merchant feedback, recurring issues, and service trends.
- Provide insights to help improve onboarding processes and enhance customer satisfaction.
Quality & Compliance
- Follow company communication standards, call scripts, and compliance policies.
- Maintain high standards of professionalism, empathy, and call quality.
- Ensure the protection of merchant data privacy in line with company and regulatory requirements.
Requirements:
- Strong verbal communication and active listening skills.
- Customer-centric mindset with a keen interest in understanding and resolving merchant challenges.
- Fluency in English and Bahasa Malaysia; and Mandarin or Cantonese
- Previous experience in customer engagement, call center, or merchant support is an added advantage.
Competencies:
- Excellent interpersonal and relationship-building skills.
- Ability to work independently while managing multiple calls and follow-ups.
- Detail-oriented with strong documentation and reporting capabilities.
- Adaptable, professional, and empathetic in handling merchant concerns.
