Merchant Helpdesk Associate

About the Job:
The Merchant Helpdesk Associate is responsible for providing frontline support to merchants by handling inquiries, service requests, and issue resolution related to Point-of-Sale (POS) terminals, payment acceptance solutions, merchant onboarding, settlements, transactions, and digital acquiring services.

Key Responsibilities:

• Deliver exceptional customer service to merchants by addressing inquiries, service requests, and complaints promptly and effectively.
• Adhere to established Service Level Agreements (SLAs), quality standards, and operational procedures.
• Accurately document and maintain records of merchant interactions and resolutions within designated systems.
• Identify, investigate, and escalate unresolved issues to relevant teams, ensuring timely follow-up and resolution.
• Ensure compliance with Bank policies, regulatory requirements, and industry standards.
• Support merchant onboarding and servicing activities.
• Contribute to process improvement initiatives and operational excellence programs.
• Participate in business continuity and service recovery activities.
• Collaborate effectively with internal departments, external vendors, and payment partners to facilitate service delivery.
• Monitor service performance and provide recommendations for process improvements.
• Maintain up-to-date knowledge of merchant acquiring products and industry best practices.
• Perform additional duties assigned by management in support of departmental objectives.
• Interact with customers over the phone to understand their banking needs and provide tailored solutions.
• Resolve problems over the telephone and escalate customer queries when necessary.

Minimum Qualifications:

• Bachelor’s degree in banking or a related field.
• 1-2 years of experience in a similar field, preferably in Banking or Customer Service.
• Bilingual candidates are preferred.
• Customer-focused with strong computer and writing skills.
• Excellent communication skills.

Location:
United Arab Emirates
Work Conditions:
On-site, Full-time