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Job Description
Responsibilities include:
- Providing timely, accurate and professional answers to merchants according to process defined SLAs and KPIs.
- Ability to perform analytical deep dives
- Consistently demonstrating clear and polite written and verbal communication skills alongside being comfortable in a merchant-facing technical role requiring solid technical capability.
- Thoroughly investigating merchant’s issues, interacting with internal teams, as well as external 3rd parties and escalating the cases appropriately as and when needed.
- Actively seeking solutions to merchant needs, communicating trends to management, and suggesting innovative solutions on behalf of the merchant
- Demonstrating appropriate sense of urgency for response time and service levels.
- Creating and maintaining FAQ documents as needed.
- Identifying, troubleshooting, and resolving merchant facing issues, document problems and solutions.
- Participating in workgroups, voice of the customer and continuous improvement projects.
- Providing merchant service through phone, e-mail and/or face-to-face meetings
- Tracking outbound and inbound communication (phone, email and chat support).
- Performing analytical deep dives to develop interpretive insights, the right metrics and dashboards/visualizations
Job Requirements
BASIC QUALIFICATIONS
- Bachelor's degree in commerce, communication or relevant fields
- Excellent customer focus
- Excellent verbal and written communication skills
- Advanced MS office suite (.xls, .doc, .ppt)
- 2+ years of experience in internet, payments, data analysis or IT support
- Critical thinker, self-motivated
- Very good analytical skills and problem solving
- Must be detail oriented and work well independently
- Bachelor's degree in commerce, communication or relevant fields
PREFERRED QUALIFICATIONS
- Arabic speaking, reading and writing