We are seeking a highly organised and detail-oriented Merchant & Customer Support Associate to join our team on a project basis. This role will support merchant operations, customer service, and reporting to help ensure the successful delivery of campaigns and a positive client experience.
The ideal candidate is a strong communicator who thrives in a fast-paced environment, is highly organised, and takes pride in delivering accurate, high-quality work. If you are proactive, dependable, and eager to make a meaningful impact, we would love to hear from you.
Responsibilities
Merchant Onboarding
- Set up campaigns and update campaign details
- Ensure data accuracy in campaign details
- Contact clients to obtain missing information
- Liaise with customers and team members to ensure timely deliveries
- Communicate important feedback from customers internally
- Report problems or failures immediately that may impact the organization and/or its clients/customers
- Take dictation or meeting notes and transcribe them into useful documents for review
Customer Service
- Respond to customer inquiries, complaints, and feedback through email
- Troubleshoot problems and guide customers through solutions step-by-step
- Escalate more complex issues to higher-level support if necessary
- Monitor and respond to customer and client queries and issues
- Analyze common customer issues to improve self-help resources
Reporting
- Generate and deliver monthly performance reports for clients
Requirements
- Minimum of 2 years of experience in an administrative or customer service role
- Proficiency in MS Office, with a particular emphasis on MS Excel
- Outstanding written and verbal communication abilities
- Exceptional organizational and multitasking aptitude
- Understanding of sales performance metrics
- Demonstrated teamwork and dedication
- Capacity to thrive under tight deadlines and pressure
- Creative thinking and effective problem-solving capabilities
- Reliable internet connection (at least 50 Mbps) and a laptop with at least 16GB RAM
