Merchant Support Specialist

Get to know the role

- Work closely with internal members to attend all merchant enquiries.

- Work with various teams to refine and produce the best solution for merchant and customer problems.

- Go above and beyond to ensure merchants and customers feel valued.

- Specialize in investigation of uncompleted orders & disputes from merchants / customers.

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

- Manage complex data entry in an efficient and timely manner.

The Day-to-Day Activities

- Attend merchant queries via Microsoft Dynamic 365 by answering product and service requests.

- Resolves product or service problems by clarifying the merchant's and customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem

- Expediting correction or adjustment requested by merchants and customers with constant follow up to ensure resolution.

- Act as the liaison between the merchant and the company - acting as a support system attending to their needs and queries.

- Assist merchants and customers to become fully comfortable with 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.

- Able to work well under time-sensitive conditions with tight deadlines.

- Strong verbal and written communication and interpersonal skills.

- 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.