2C2P | Merchant and Partner Support Executive

Careers

Merchant and Partner Support Executive

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.

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.

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