The Merchant Services & Support Officer will act as the first point of contact for merchant clients and will be responsible for supporting them in integrations of websites to Edeel platform, as well as in daily operational issues relating to transactions and processing.
The role also involves supporting merchants in the boarding process with banks and payment options by coordinating the collection and review of relevant documents throughout the process. Working within the payments industry, responding to customer support interactions in line with the company’s established service-level policies and procedures.
Following up on customer calls and support technicians (where applicable) in line with service-level agreements until resolved.
Logging and tracking all support desk interactions; logging of incidents made via phone and e-mail.
Providing analysis and resolution of incidents at first contact, where possible.
Providing an excellent level of customer service at all times.
Providing assistance in diagnosing live issues.
Offering guidance on current services and products.
Communicating technical information to non-technical customers.
Attending crisis meetings for high-severity incidents.
Participating as required in the development, maintenance of procedures, systems and processes to support the effective delivery of operational activities.
Excellent interpersonal and communication skills
Be technically proficient
Preferred candidates will be highly organised, meticulous and motivated.
Bachelor/ related degree
Computer literacy ms office (word, excel, powerpoint, outlook)is a plus
Related experience is a plus
Must be able to able to work independently and assist team members.
Able to interpret data accurately and identify trends.
Good organisational skills.
Good documentation skills.- work under pressure
Honest, flexible and adaptable
Good command of english
Be part of a growing firm which has a positive reputation and encourages a healthy work life balance
About the Company
Edeel aims to revolutionize retail by effectively connecting merchants and consumers on mobile. It disrupts marketing and selling through a digitization platform, creating value for merchants and consumers.