Merchant Operations Support Specialist

1 week ago

Cairo, Egypt mylo Full time

We are looking for a highly motivated and customer-focused **Merchant Operations Support Specialist** to join our team. In this role, you'll be the primary point of contact for our key merchants, ensuring their daily operational needs are met efficiently and effectively. You'll play a crucial role in maintaining merchant satisfaction by coordinating with internal teams, resolving issues, and supporting new merchant onboarding. **Responsibilities**: - Act as the main point of contact for daily operational requests from our key merchants. - Coordinate with internal teams, including tech support, to resolve merchant issues promptly and ensure adherence to Service Level Agreements (SLAs). - Support the onboarding, training, and compliance verification processes for new key merchants. - Manage and track issues raised by Merchant Relationship Managers (RMs) from regional teams. - Prioritize and escalate merchant problems to relevant departments as needed to ensure timely resolution. - Maintain a comprehensive resolution log for recurring issues and contribute to root cause analysis to prevent future occurrences. - Collaborate closely with sales, tech, and customer service teams to ensure overall merchant satisfaction. **Requirements**: - Proven experience in an operations support, customer service, or similar role, preferably within a merchant-facing environment. - Strong problem-solving skills with the ability to analyze issues and drive effective solutions. - Excellent communication and interpersonal skills, with the ability to interact professionally with internal and external stakeholders. - Ability to coordinate and collaborate effectively with various internal teams. - Highly organized with strong attention to detail and the ability to manage multiple priorities. - Familiarity with tracking and logging issues, and contributing to root cause analysis. - A strong commitment to merchant satisfaction. **Benefits** Office environment: When you come to our b_labs office, you'll find creative workspaces, a well-equipped kitchen, and an open design to foster collaboration between teams. Education budget: We believe the learning journey never ends, therefore you will be entitled to an annual education budget to take part in trainings, courses or onsite conferences of your choice. Flexibility: You know best whether you want to work from home or in the office. However, if you want to join your teammates onsite, we will subsidize the costs for lunch to foster the b_labs office community Mobility package: When you are joining the b_labs office, we will subsidize your mobility expenses for public transport. Equipment: From "Day 1" you will receive all the equipment you need be successful at work. Therefore, you can choose your laptop and get all the tools you need to stay on top of your game.

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