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.

Job Description

• 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.

Qualifications

• 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.