Job: Merchant Support Agent at Traction Apps

Traction is building the largest merchant ecosystem platform for SMEs in Africa, giving them a single platform to grow and manage their business, and we achieve this through 3 fundamental stacks – in-person payments, loans and business tools.

We are looking for passionate and driven problem solvers to join our team. In this role, you will be responsible for providing and accomplishing action plans for merchant support activities in an assigned region by responding to merchant enquiries, maintaining relationships with new and existing merchants, and processing complaints.

Responsibilities

  • Resolve merchant and e-merchant issues, requests, inquiries and complaints by telephone, site visit, email and other communication channels in a timely and friendly manner to satisfy and retain them.

  • Install and configure traction terminals, print and deliver static QRs to the merchant.

  • Provide training to merchants on the use of QRs, POS and other terminals.

  • Perform regular on-site and off-site visits and verify merchant activities to ensure smooth operation.

  • Quickly resolve endpoint issues via onsite or offsite visit

  • Collect supporting documents for QR and POS transactions from merchants or e-merchants to keep as a reference for any future use/dispute.

  • Maintain and deepen merchant relationships through various engagement activities as a tactic to retain and cross-sell them.

  • Provide guidance to the merchant on basic dispute procedures and principles to minimize incoming disputes or financial loss.

  • Prepare and submit daily activity report, including feedback on resolved issues and performance report.

  • Escalate issues/complaints to a higher authority for resolution if necessary.

Terms

  • Bachelor’s degree in business management or any other relevant field.

  • Minimum of one year of professional experience in the card industry in the banking and financial services industry.

  • Good customer relationship management and customer service skills.

  • Ability to use and communicate in English.

  • Basic Microsoft Office

  • Good teamwork, problem solving, negotiation and interpersonal skills.

  • Strong dedication to precision and efficiency.

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