Customer Support Executive-Store

About This Role

• Customer Support & Issue Resolution: Serve as the first point of contact for merchants and customers, addressing queries and resolving issues promptly. Track complaints, provide status updates, and ensure all concerns are managed efficiently to maintain satisfaction.

• Customer Onboarding & Education: Guide new merchants and users through registration, KYC requirements, and app navigation. Deliver training sessions and clear instructions to help users understand platform features and complete transactions confidently.

• Customer Handholding & Experience: Offer personalized support to merchants and users, simplifying processes and encouraging adoption of digital payment solutions. Ensure a positive onboarding experience and build strong, ongoing relationships.

• Digital Channel Promotion & Support: Assist merchants and customers in utilizing digital channels for payments and account management. Encourage self-service options and provide guidance on maximizing the benefits of digital tools.

• Coordination & Escalation: Work closely with internal business and operations teams to streamline onboarding, activation, and settlement. Escalate unresolved issues to relevant departments and maintain accurate documentation of interactions and resolutions.

• Merchant Account Management: Identify, onboard, and activate new merchants to grow the digital payments network. Manage assigned merchant accounts to ensure consistent monthly remittances and transaction activity.

• Performance Monitoring: Monitor account performance, identify inactive or low-performing merchants, and implement recovery actions to boost engagement and transaction volumes.

• Reporting & Compliance: Track and report key metrics, maintain updated merchant data, and ensure compliance with internal policies and audit requirements.

• Perform any additional project, task or activities assigned/delegated by the Line Manager.

• High School Diploma

• Bachelor’s preferred