About the Job

As a Merchant Support, you will be in a fast-paced team that provides our customers with undivided attention and care. You will be ready to take on any issues or inquiries that our customers raise, work to prevent fires and support our customer's hurdle. You will capture important customer insights and feedback from inquiries that you will receive which will help us to continuously improve our product and service delivery. You will collaborate with various departments to solve the inquiries from customers. Through all the intensity of Merchant Support, you will be the expert of our customers. You will understand our customers’ pains, and solve it as your day to day activities! Given the continuous nature of transactions in the payments industry, we must remain prepared at all times to assist our customers. As customers are our utmost priority, your role as the Merchant Support is crucial.

Qualifications 

Behaviour

• Responsive
• Enjoy the puzzle of solving open-ended problems; you have a great analytical mindset
• Willing to be rostered on for weekends and public holiday
• Perform can do attitude in handling assigned projects which involve research, analysis, also driving them to completion if required
• Communicate well in English across teams within Xendit discipline and self-driven Confidence Eager to learn
• You’re goal oriented and able to pursue objectives consistent
• You’re able to show empathy and provide calm-responses to our customers to win their confidence

Experience 

• Have minimum 1 years experience in Customer/Merchant Operations management or similar departments in B2B sectors and/OR Relationship Management Experience in Banks, Financial Institutions. Fresh graduates who are eager to learn are also welcome.
• Bachelor’s Graduate from reputable Universities majoring in : Engineering, Management, Finance / Accounting, Communications, Computer science/IT
• Plus point if you are experienced in ticket management platform i.e. Zendesk, Freshdesk, Zoho, or similar tools

Responsibilities 

Handle customer inquiry by communicating through various channels to solve their needs

• Communicate with customers through Email, Whatsapp, Slack, Live Chat and ticketing platforms.
• Provide necessary information requested by customers including but not limited to transaction, product, and onboarding related questions, and do escalation to related stakeholders if necessary.
• Analyze customer transaction status with operational tools (Splunk, Redash, Postman).
• Shows empathy to ensure customer satisfaction
• Raise awareness of existing issues or problems to other CS teams.
• Ask relevant questions to the customer to capture more context of the inquiries.
• Identify detailed types of inquiries in the ticketing platform for inquiry data insight, that will be used for product and process improvement.
• Provide support our customers during Daylight time (operation working hour from 8:00 AM – 8:00 PM Bangkok time/GMT+7)

Drive or contribute to changes & implementation

• Generate idea of operational excellence project from experience in handling customer inquiry
• Contribute to operational excellence projects and coordinate with relevant stakeholders.