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.
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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
