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Executive, Merchant and Partner Support

Taguig, National Capital Region ·  4 days ago (updated)

RBT Consulting

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  • Description

  • Job type: Full-time

    Experience level: Mid-Level

    Industry: Financial Services

    Company size: 201–500 people

    Company type: Private

    Responsibilities:

    - Primarily take on a business partner role and support merchant/partner implementations by handling onboarding procedures and coordinating with the merchant/partner development teams, internal business and technical teams for integration matters.

    - Support business development (BD) efforts during pre-sales, implementation, and post-sales support by:

    - providing technical expertise to BD team and to merchants and partners during internal and external engagements

    - collection and completion of documentary requirements from merchants/partners

    - liaising with the legal team for contract review and execution

    - reviewing of technical documents (e.g. API) from partners and flagging any potential issues/inconsistencies on the transaction flow, connectivity, system compatibility, etc.

    - managing/monitoring of any required technical developments/enhancements, both internally by the Business and externally by merchant and partners

    - providing technical support to merchants/partners by understanding their payment processing requirements and by maneuvering internally to obtain the necessary development resources

    - conducting internal and external training

    - Prepare support-related reports and ad-hoc statistical reports on payment transactions for Management

    - Confer with merchants/partners by telephone, by email, in person, or through any other applicable messaging platform to provide information about the Company’s products and services.

    - Handle merchant/partner inquiries on issues including, but not limited to, transaction tracking, fraud & chargeback transactions, transaction errors, and operational issues in case of any scheduled and unscheduled system changes and outages.

    - Keep track of open trouble tickets and escalate them to the related teams if necessary.

    - Maintain the FAQs and user guides, as necessary, for merchants and partners.

    - Contribute to process improvement by identifying sources of merchant/partner issues, recognizing trends, and sharing reports with the rest of the team.

    Minimum Requirements:

    - Fresh graduates are welcome to apply.

    - Minimum 2 years of working experience in Customer Support and Technical Support preferably from a payment gateway provider, financial/financial technology company, or BPO servicing financial institutions

    - 1 year experience of customer support in a payment gateway or call center is a plus

    - With Technical and application support expertise is a plus

    - Good organization, problem-solving, and time management skills

    - Time management and planning skills

    - Proficient in using E-Mail, MS Office, various messaging, conferencing platforms and familiar with Zendesk, Confluence

    - Strong customer relations and communication skills

    - Good command of English and Filipino

  • Requirements

  • Minimum education level: Bachelor´s Degree
  • 2 years of experience
  • Language(s): English
  • Availability for travel: Yes
  • Availability for change of residence: Yes
  • People with disabilities: Yes

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Job summary

  • Executive, Merchant and Partner Support

  • Taguig, National Capital Region

  • Company

    RBT Consulting
  • Type of contract

    Permanent contract

  • Work type

    Full Time

  • Apply