Merchant Support - Xendit

Merchant Support provides customers with undivided attention and care, handling inquiries through various channels to solve customer needs. The role involves analyzing transaction status using operational tools, capturing customer insights for product improvement, and collaborating with departments to resolve issues. Candidates must be responsive, analytical, and able to work during Daylight time (8:00 AM – 8:00 PM Bangkok time/GMT+7).

Communicate with customers through Email, Whatsapp, Slack, Live Chat and ticketing platforms.

Provide necessary information requested by customers including but not limited to transaction, product, and onboarding related questions, and do escalation to related stakeholders if necessary.

Analyze customer transaction status with operational tools (Splunk, Redash, Postman).

Shows empathy to ensure customer satisfaction.

Provide support our customers during Daylight time (operation working hour from 8:00 AM – 8:00 PM Bangkok time/GMT+7)

Responsive.

Enjoy the puzzle of solving open-ended problems; you have a great analytical mindset.

Willing to be rostered on for weekends and public holiday.

Communicate well in English across teams within Xendit discipline and self-driven Confidence Eager to learn.

Have minimum 1 years experience in Customer/Merchant Operations management or similar departments in B2B sectors and/OR Relationship Management Experience in Banks, Financial Institutions.

Bachelor’s Graduate from reputable Universities majoring in : Engineering, Management, Finance / Accounting, Communications, Computer science/IT.

Plus point if you are experienced in ticket management platform i.e. Zendesk, Freshdesk, Zoho, or similar tools