Merchant Support Officer at Traction Apps

Traction is building the largest merchant ecosystem platform for SMEs in Africa, enabling a one stop platform for them to grow and manage their business, and we are achieving this through 3 foundational stacks - in-person payments, lending and business tools.

We are looking for driven passionate problem solvers and self-starters  to join our team. In this role, you will be responsible to provide and accomplish action plans for merchant support activities in an assigned region responding to merchants’ inquiries, maintaining relationships with new and existing merchants and complaints handling. 

Responsibilities

• Resolve merchant and e-merchant issues, requests, inquiries, and complaints via phone call, site-visit, emails, and other communication channel in a timely and customer friendly manner to satisfy and retain them.

• Install and set up traction terminals, printing and delivery static QR at merchant’s premise.

• Provide merchant training of QR, POS usage and other terminals.

• Conduct regular onsite and offsite visit and check on merchant’s activities to ensure smooth operations.

• Troubleshoot issues related to terminals promptly via onsite visit or offsite 

• Collect QR, POS transaction supporting documents from merchants or e-merchants to keep as a reference for any future usage/disputes.

• Maintain and deepen merchant relationships through various engagement activities as a tactic to retain and cross-sell them.

• Provide guideline to merchant about procedures and dispute fundamentals to minimize incoming disputes or any financial losses.

• Prepare and submit daily activity report including issue resolved feedback and performance report.

• Escalate the issues/complaints to higher authority for solution if needed.

Requirements

• Bachelor’s degree in business management or any relevant field.

• Minimum one year of working experiences in card business in banking and financial services industry.

• Good client relationship management and customer service skills.

• Ability to use and communicate in English.

• Basic Microsoft Office 

• Good team work, problem solving, negotiation and interpersonal skill.

• Strong dedication to accuracy and efficiency.