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2C
Executive, Merchant Support
2C2P · Taguig, National Capital Region, Philippines
About The Role
- Merchant/Partner Onboarding & Implementation
- Assist the team with merchant/partner onboarding procedures as needed, particularly when additional support is required.
- Coordinate with other Merchant/Partner teams, as well as internal Business and Technical teams, to support onboarding activities.
- Assist the team in collecting and completing required partner documentation from BD, particularly when additional support is required.
- Business Development (BD) Support
- Support BD activities during pre-sales, implementation, and post-sales stages.
- Assist in reviewing technical documents (e.g., API documentation) and flag potential issues or inconsistencies. (Preferred, but not required)
- Assist in coordinating and monitoring operational tickets as needed.
- Assist with internal training and knowledge-sharing sessions as needed.
- **Merchant/Partner Support**
- Coordinate internal and external stakeholders through email, phone, meetings, or other applicable communication channels.
- Handles the checking or coordinate internal and external stakeholders related to:
- Transaction tracking
- Fraud and chargeback transactions
- Transaction errors
- Operational issues
- Scheduled and unscheduled system changes
- System outages
- **Ticket Management & Escalation**
- Monitor open trouble tickets and follow up on pending issues.
- Escalate tickets to the appropriate teams when necessary.
- Ensure proper coordination and follow-through until issues are resolved.
- **Documentation & Knowledge Management**
- Maintain and update FAQs and user guides for merchants and partners.
- **Reporting & Data Analysis**
- Assist in preparing regular support-related reports for Management.
- Assist in preparing ad-hoc statistical reports and analysis on payment transactions as required.
- **Process Improvement**
- Identify recurring merchant/partner issues and potential process gaps.
- Recognize trends and provide insights to improve support processes.
- Share relevant findings and reports with the team.
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