Merchant Care Officer
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Key skills for this role
About the Role
Provide high-quality support to merchants, resolve issues efficiently, and enhance customer experience with strong problem-solving and communication skills.
Key Skills for This Role
Full Job Posting
About Salla
Salla is one of the fastest-growing e-commerce platforms in the MENA region, delivering innovative technology solutions that empower businesses to scale and succeed.
As we continue to expand, we are looking for Merchant Care Specialist to join our Customer Support team.
Job Summary
This role is responsible for providing high-quality support to merchants using our platform, resolving issues efficiently, and ensuring an exceptional customer experience across all communication channels.
The ideal candidate has strong problem-solving skills, excellent communication abilities, and experience in customer support, technical support, or customer success environments, preferably within e-commerce or SaaS platforms.
Key Responsibilities
- Respond to merchant inquiries and issues via multiple support channels (chat, email, tickets, etc.).
- Diagnose, troubleshoot, and resolve merchant problems in a timely and effective manner.
- Guide merchants on platform features, tools, and best practices to enhance their experience.
- Document recurring issues and escalate improvement opportunities to relevant internal teams.
- Collaborate with cross-functional teams to ensure fast and efficient issue resolution.
- Continuously update internal knowledge base and follow standard operating procedures.
- Contribute to improving customer experience and operational efficiency.
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