Philippines, Bonifacio Global City | Full Time | Operations
2C2P is looking for a Merchant and Partner Support Executive to join its growing team in the Philippines. If you have the right skills, qualifications & experience and are looking for a rewarding career, don't wait! Join us and share our vision in providing the best payment services.
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 manoeuvring internally to obtain the necessary development resources
conducting internal and external training
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 to the rest of the team.
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 years 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
We offer a competitive remuneration package, a conducive and satisfying working environment, and provide challenging opportunities for life-long learning and skill upgrading.
Interested candidates are to apply via this job post providing a comprehensive resume with the current and expected salary package.
Please note that only shortlisted candidates will be notified.