Philippines, Manila | Full Time | Business Development
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.
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
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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