Merchant Support Executive

7 months ago

مصر, Egypt Dsquares Full time

Dsquares specializes in offering loyalty programs that bring our clients closer to their consumers. Through our different range of solutions, we deliver end-to-end experience, managing and executing all technical, operational, and commercial aspects of our customers’ loyalty programs. From full loyalty programs, couponing solutions to interactive directory services, coupled with an extensive network of merchants, Dsquares serves some of the most loved brands in the region.

**Our People are our Brand - Developing seamless loyalty solutions is only possible when we’ve got a great team on our side. Our culture is open and empowering. If you are passionate and driven, you will fit right in.**

**About the role**:
As **Merchant Support Executive**, you will be responsible for handling merchants’ inquiries and providing accurate, valid, and complete information by using the right methods/tools concerning client satisfaction and FCR. Resolve product or service problems by clarifying the merchant complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem.

**Duties & Responsibilities**:

- Handles merchants’ inquiries and provides accurate, valid, and complete information by using the right methods/tools concerning client satisfaction and FCR.
- Resolve product or service problems by clarifying the merchant complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Adhere to work schedule and accommodates business requests (including flexible working hours).
- Follow up and adhere to the weekly schedule; arrange and align with the team leader’s regarding any kind of changes required including the shift swap, break move, day off swap or any kind of leaves.
- Meet individual key metrics and KPIs by ensuring his/her own indicators are meeting or within the accepted ranges; Validating the KPI and justifying whenever any indicator is experiencing a wide variation or not meeting the benchmark; Accepting/Rejecting the performance achievement report that got fixed by the team leader and discussing the justifications in one-on-one meeting.
- Participate in individual & team training/meetings to bring knowledge up to date.
- Maintain confidentiality of company & merchant’s data.
- Adhere to company policies and procedures.

**Requirements**:
Required Skills & Abilities:

- Excellent communication skills.
- Very good command of written & spoken English.
- Very good presentation, analytical skills, and communication skills.
- Very good knowledge of Microsoft tools (Excel, word, PowerPoint).

**Benefits**
- Private Medical Insurance & life cover.
- Transportation & Mobile Allowance Benefit.
- Annual profit share.
- Hybrid working environment.
- Inclusive working environment with enhanced maternity and paternity benefits.
- Work and organizational culture which values learning.
- Regular perks such as company social, wellbeing & CSR events.
- Your Birthday Off.
- Extra day of leave for every year of completion.

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