2C2P is looking for a Merchant and Partner Support Senior 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 by:

• providing technical expertise to BD team and to merchants and partners during internal and external engagements
• collecting and completing 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
• preparing support related reports and ad-hoc statistical reports on payment transactions for Management
• conferring 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
• handling merchant/partner enquiries 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
• tracking open trouble tickets and escalating them to the related teams if necessary
• maintaining the FAQs and user guides, as necessary, for merchants and partners
• contributing to process improvement by identifying sources of merchant/partner issues, recognizing trends and sharing reports to the rest of the team
• supervising team members and ensuring full compliance with the Company’s policies
• motivating members of the Support team through regular sharing sessions and coaching team members to ensure they attain a high level of performance, discipline and technical competency

Qualifications

• Bachelor’s degree, IT related
• Minimum of 3 years' working experience in Customer Support and Technical Support, preferably from a payment gateway provider, financial/financial technology company or BPO servicing financial institutions
• At least 1 year’s experience of merchant/customer support in payment gateway with Technical and Application Support expertise is a plus
• Dependable, flexible, calm, good listener
• Good organization, problem solving and time management skills
• Good MS-Office skills
• Familiar with Zendesk, Confluence
• Strong customer relations and communication skills
• Good command of English, both written and spoken
• Ability to lead a small team of 2-5 people
• Proven ability to cope with conflict, stress and crisis situations.
• Strong leadership, people management experience and decision-making skills.
• Collaborative team player and highly adaptable to the changing needs of internal and external customers.
  

We offer an attractive remuneration package, a fast-paced and exciting working environment, and provide challenging opportunities for life-long learning and career development.

Interested candidates are asked to apply via this job post providing a comprehensive resume with current and expected salary package.

Please note that only shortlisted candidates will be notified.

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