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RUSH Technologies, Inc. is currently looking for a Merchant Experience Specialist

Department: Operations

Understanding the Role

The Merchant Experience Specialist plays a vital role in building and nurturing strong customer relationships while providing efficient and timely support to ensure merchant satisfaction. This role focuses on onboarding merchants, ensuring their activation on the platform, and offering continuous support for troubleshooting and issue resolution. The goal is to drive merchant satisfaction, retention, and growth by providing excellent after-sales service and technical support.

Salary: Php 20,000

Basic Qualifications
Academic Background: Bachelor's degree in Business Administration, Sales, Marketing, or any related field.

Relevant Work Experience:
  • Minimum of 2 years in customer service, account management, or call center experience.
  • Preferred exposure to Retail, Food & Beverage, FMCG, or software solutions industries.
Skills:
  • Exceptional relationship-building and communication skills.
  • Strong organizational, multitasking, and time management abilities.
  • Proficiency in Microsoft Office Suite (Excel, PowerPoint), Google Sheets, Google Slides, HubSpot, and JIRA.
  • Technical aptitude to learn new software programs and perform troubleshooting.
Location: Preferably residing within or near Metro Manila for occasional in-office workdays.
 
Work Schedule: Flexible to work weekends and varying shifts depending on ticket-entry patterns and team requirements.
 
Duties & Responsibilities
  • Merchant Relationship Management:
    • Provide support to the primary point of contact for key merchant accounts, fostering long-lasting relationships.
    • Develop a deep understanding of each merchant's business goals, challenges, and needs to offer tailored solutions.
    • Collaborate with internal teams to develop strategies and solutions that meet merchant objectives and enhance platform engagement.
  • Onboarding and Training:
    • Manage the onboarding process for new merchant partners, ensuring a smooth transition and integration with the platform.
    • Provide continuous training and support on product features, tools, and best practices to maximize merchant success.
    • Update training materials regularly to reflect product updates and industry developments.
  • Merchant Support and Issue Resolution:
    • Respond to merchant inquiries via email and chat within SLA timeframes, ensuring quick and effective communication.
    • Conduct basic troubleshooting to replicate issues and escalate unresolved cases to higher-tier support teams.
    • Acknowledge receipt of inquiries, provide updates regularly, and request additional information when necessary.
  • Workflow and Performance Management:
    • Assess and categorize incoming requests, maintaining organized records of communication and resolutions.
    • Create JIRA tickets for technical requests and escalate issues with proper documentation.
    • Track and report on performance metrics, ensuring regular updates at the start and end of shifts for a clear progress overview.
  • Strategy Development and Continuous Improvement:
    • Contribute to the development and execution of strategies to drive merchant satisfaction, retention, and platform engagement.
    • Identify opportunities for process improvement within merchant support workflows and propose solutions to enhance efficiency.
    • Stay updated on industry trends, competitor activities, and emerging technologies to continuously improve merchant success initiatives.
  • Collaboration and Flexibility:
    • Collaborate with cross-functional teams to align merchant success efforts with overall company objectives.
    • Be available to work on weekends and flexible shifts depending on ticket-entry trends and business needs.
    • Report onsite as required for designated in-office workdays.

This role provides the unique opportunity to balance customer relationship management and technical support in a fast-paced, dynamic environment. If you are a proactive problem solver with a passion for customer service, we invite you to join and help us ensure the success and satisfaction of our merchants.