Merchant Success Associate at IStrategy Tech

IStrategy Tech (information technology strategy) is a comprehensive plan that outlines how technology should be used to meet IT and business goals. It involves designing, implementing, and supporting business transformation using world-class technology.

Job Title: Merchant Success Associate

Location: Abuja (FCT)

Employment Type: Full-time

Job Description

• As a Merchant Success Associate at iRecharge, you will be responsible for managing all aspects of our relationships with merchants, Cashiers, and other customers.
• You will serve as the first point of contact for issue resolution, inquiries, and guiding merchants toward the best solutions tailored to their needs.
• In this role, you will work closely with the Product, Sales, Customer service and Engineering teams to ensure seamless collaboration and optimal merchant satisfaction.

Key Responsibilities

• Merchant Onboarding: Guide merchants through the onboarding process, ensuring they understand platform features and functionality.
• Relationship Management: Build and maintain strong relationships with merchants to ensure satisfaction and loyalty.
• Issue Resolution: Address merchant inquiries and resolve issues related to payments, transactions, or platform use.
• Performance Monitoring: Monitor merchant performance metrics, providing insights and recommendations to improve their success.
• Training & Support: Conduct training sessions to help merchants optimize platform usage and achieve their business goals.
• Collaboration: Work closely with other teams (e.g., tech support, Customer service, and account team) to address merchant needs and improve the overall experience.
• Feedback Collection: Gather and relay merchant feedback to improve the platform, services, and processes.
• Retention Initiatives: Develop strategies to retain merchants and reduce churn by providing tailored solutions.
• Documentation: Maintain detailed records of merchant interactions, issues resolved, and solutions provided.
• Upselling Opportunities: Identify opportunities to offer additional services or features to merchants to boost their growth.

Requirements

• A minimum of 2 years of experience in a similar role within a B2B environment, financial services, or bill payment company
• High proficiency and fluency in English are essential.
• Proven experience in managing customer interactions to ensure high-quality service and query resolution.
• A passion for customer success and a strong interest in understanding client needs.
• Excellent written and verbal communication skills, including strong presentation abilities.
• Ability to meet standard KPIs and achieve optimal conversation ratings.
• Demonstrated success in delivering client-focused solutions based on customer requirements.
• Exceptional interpersonal skills to build and maintain effective relationships with merchants.
• Outstanding organizational skills, with the ability to manage multiple projects simultaneously.
• Strong analytical and problem-solving skills.
• Commitment to fostering a “customer-first” environment always

Application Closing Date
29th February, 2025.

How to Apply: Interested and qualified candidates should send their Applications to: [email protected] using the Job title as the subject of the email.