Merchant Support Executive

Position Overview:
The person will be responsible for delivering exceptional customer service on behalf of Simpaisa. The person will be responsible to handle partner inquiries, resolve issues, and ensure high levels of merchant satisfaction. You will act as the primary point of contact between the merchant and the business, adhering to quality standards and performance metrics operating in a fast-paced, dynamic environment.

Key responsibilities:

First-Line Ticket Resolution:

• Respond promptly to merchant/partner inquiries via live support operations (WhatsApp, email, ticketing).
• Efficiently and accurately resolve first-line tickets related to account inquiries, transaction issues, and general product information.

Product Knowledge:

• Develop a deep understanding of the company’s products and services.
• Stay informed about industry trends and updates related to existing products and services.

Problem Solving:

• Analyze merchant/partner issues and provide clear, concise, and timely solutions.
• Collaborate with teammates and relevant stakeholders to escalate and resolve complex issues as needed.

Communication:

• Maintain a professional and positive tone in written and verbal communication.
• Clearly articulate complex concepts to merchants/partners in a way that is easy to understand.

Documentation:

• Document customer interactions, issues, and resolutions in our ticketing system (ZENDESK).
• Contribute to the creation and maintenance of a comprehensive knowledge base for partner support as needed.

Quality Assurance:

• Ensure all responses and resolutions align with company policies and guidelines.
• Participate in ongoing training to stay up to date on platform updates and industry best practices.

Qualifications:

• At least 3 years of experience in call center or support center environment
• Demonstrated commitment to maintaining a high level of professionalism, including punctuality, reliability, and consistent work performance.
• Strong written and verbal communication skills in English.
• Can commit to shift-based work. Weekly schedules are typically consistent but occasionally may require some flexibility.
• Effective problem-solving skills to address partner issues related to transactions, account access, and platform functionalities.
• An understanding of the diverse challenges and concerns that partners may encounter, coupled with a high level of empathy.
• Candidates must be prepared to submit to further background/security checks if required.

Job Type: Full-time

Pay: From Rs75,000.00 per month

Ability to commute/relocate:

• Karachi: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• customer service: 3 years (Required)

Location:

• Karachi (Required)

Work Location: In person