Job Description

A. PROFILE

Role Title: Partner Care and Support Executive

Reporting to: Partnership Manager

Division: Digital & MFS

Department / Section: Digital

B. CONTEXT

Purpose The Partner Care and Support Executive is responsible for handling merchant calls and complaints related MFS. This role ensures timely resolution of merchant issues, provides excellent customer service, and enhances the overall merchant experience.
Context: This role sits within the Operations team under Digital Department. The Merchant Care and Support Executive plays a crucial role in addressing merchant concerns, troubleshooting product-related issues, and working closely with internal teams to provide effective solutions.

C. ROLE ACCOUNTABILITIES

• Handle all channels complaint & enquiries (app, call, viber, etc) and complaints from partners (agents & merchants) related to MFS.
• Achieve monthly sales and activation targets.
• Recruit new agents and merchants in designated areas.
• Support agent onboarding and documentation processes.
• Increase active customer registrations and usage.
• Customer Engagement (Educate customers on MFS products)
• Any improvement should be suggested to product team, MFS operation team based on merchants' complaints.
• Escalate complex issues to the Technical Support, Product, or Senior Operations team member when necessary and follow-up for closure.
• Ensure all complaints and requests are logged, tracked, and resolved within SLA timelines.
• Organize and coordinate events, campaigns, and promotional activities to increase customer engagement and brand awareness

D. KEY PERFORMANCE INDICATORS

• Merchant Issues Resolution Time – Average time taken to resolve merchant issues.
• Escalation Rate – Number of cases escalated to other teams.
• SLA Compliance – Percentage of issues resolved within defined timelines.

E. WORKING RELATIONSHIPS & DECISION MAKING

Interacts with:

Internal:

• Customer Experience Team – To improve service quality based on merchant feedback.
• Product Team – To report recurring product issues and provide merchant insights.
• Tech Support Team – To escalate and resolve technical issues.

External:

• Merchants – To assist with their inquiries, complaints, and support needs.

Decision Making

• Makes independent decisions for basic troubleshooting and issue resolution.
• Works with internal teams for complex issue resolution.
• Escalates critical or unresolved issues to senior management or the Product/Tech teams

F. EXPERIENCE AND QUALIFICATIONS

Minimum Experience & Essential Knowledge

• 1-2 years of experience in wallet products, customer support, or merchant operations.
• Familiarity with digital payments, e-wallets, or fintech services.
• Strong problem-solving and communication skills.

Skill

• Proficient in Excel (XLS) – Data tracking and reporting.
• Proficient in PowerPoint – Preparing presentations.
• Strong customer service and communication

Minimum Entry Qualifications

• Bachelor's degree in Business, Finance, IT, or related fields.
• Can communicate in English (both written and verbal)