Merchant Helpdesk Associate

About the role : 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. What you will be doing : Deliver exceptional customer service to merchants by addressing inquiries, service requests, and complaints promptly, professionally, and effectively, ensuring a positive customer experience. Adhere to established Service Level Agreements (SLAs), quality standards, and operational procedures to ensure consistent and efficient service delivery. Accurately document and maintain records of merchant interactions, service requests, complaints, and resolutions within designated systems and databases. Identify, investigate, and escalate unresolved, high-priority, or complex issues to the relevant teams, ensuring timely follow-up and resolution until closure. Ensure full compliance with Bank policies, regulatory requirements, card scheme regulations, risk management frameworks, and information security standards. Support merchant onboarding, maintenance, and servicing activities while ensuring accuracy, completeness, and compliance with internal controls. Contribute to process improvement initiatives and operational excellence programs aimed at enhancing merchant satisfaction, service quality, and overall operational efficiency. Participate in business continuity, service recovery, and contingency planning activities to minimize customer impact during system outages or operational disruptions. Collaborate effectively with internal departments, external vendors, payment partners, and support teams to facilitate seamless end-to-end service delivery. Monitor service performance, identify recurring issues, and provide recommendations to improve processes, controls, and customer experience outcomes. Maintain up-to-date knowledge of merchant acquiring products, payment solutions, banking procedures, and industry best practices to effectively support merchants and stakeholders. Perform any additional duties assigned by management in support of departmental objectives and business requirements. Identifying customer needs and tailoring solutions to meet their specific requirements and managing trouble-shooting on an on-going basis. To overcome objections, persuading and finding resolutions for customer issues Interact with customers over the phone to understand their banking needs. Provide personalized service by thoroughly and efficiently gathering customer information, assessing and fulfilling customer needs, and educating the customer where applicable. Resolve problems over the telephone and when required appropriately escalate customer queries and complaints for resolution. Coordinate with Acquiring Operations, IT, Digital, Vendors, Finance, Fraud Risk, and Product teams to resolve merchant-related issues. Generate and maintain operational reports related to service requests, complaints, incident trends, and performance metrics. What we are looking for: Minimum Qualification: Bachelor's degree in banking or related field. Minimum Experience: At least 1-2 years’ working experience in similar field, Banking / Customer Service Experience is recommended. Bilingual is preferred. Very customer focused. Computer literate with a strong writing skill. Excellent communication skills.

Bachelor's degree in banking or related field. At least 1-2 years’ working experience in a similar field; Banking / Customer Service experience is recommended. Bilingual is preferred. Very customer focused. Computer literate with a strong writing skill. Excellent communication skills.

Deliver exceptional customer service to merchants by addressing inquiries, service requests, and complaints promptly and professionally. Adhere to SLAs, quality standards, and procedures; document and maintain records of merchant interactions. Identify, investigate, and escalate high-priority or complex issues; ensure timely follow-up. Ensure compliance with bank policies, regulatory requirements, card scheme regulations, risk management, and information security standards. Support merchant onboarding, maintenance, and servicing with accuracy and internal controls. Contribute to process improvement, operational excellence, and business continuity. Collaborate with internal departments, vendors, payment partners, and support teams to enable end-to-end service. Monitor service performance, identify recurring issues, and recommend process improvements. Maintain knowledge of merchant acquiring products and payment solutions. Perform additional duties as needed. Identify customer needs, tailor solutions, and manage ongoing troubleshooting. Interact with customers by phone to understand banking needs. Provide personalized service, gather information, assess needs, and educate where applicable. Resolve problems by phone and escalate when required. Coordinate with various teams (Acquiring Operations, IT, Digital, Vendors, Finance, Fraud Risk, Product) to resolve merchant-related issues. Generate and maintain operational reports on service requests, complaints, incidents, and performance.