Handle partners’ queries, support requests, and operational coordination. Act as a subject matter expert regarding specific issues and concerns raised by the partners.
Provide accurate, valid, and complete information by using the right methods/tools
Manage merchant/partner onboarding, including merchants' documentation in order and filed to facilitate the search when needed (official letters, complaints, etc.), data entry, and record-keeping.
Provide technical guidance to the customer on using a product or service effectively and efficiently.
Document and escalate issues they encounter with the merchant console and escalate complex issues to higher-level support personnel.
Oversee store-related tasks, including creation, closure, and clerk management.
Own the partner communication channel and NPS, by chats, Whatsapp and social networks.
Provide a weekly report (during a meeting or through a template) and recommendations for better merchant experience for the related managers.

Bachelor's degree in industrial engineering, administration, or a related field.
More than 1 year of experience in support and/or account management in sectors such as telecommunications, retail, and/or finance.
Self-orientation, drive, and ability to communicate clearly and persuasively to customers.
Strong technology skills (MS Office, CRMs, SQL, Google Suite or Office, especially Excel, etc.) and ZOHO, Zendesk, and other CRM systems
Ability to communicate their ideas assertively, solve problems effectively, and maintain a constant focus on continuous improvement.

Merchant Operations Representative – Partner Success

Key skills