Merchant Relationship Officer

Merchant Relationship Officer is responsible for managing relationships with merchants, ensuring smooth transactions, and optimizing merchant satisfaction with digital payment services. The Merchant Relationship Officer shall have the following major duties and responsibilities:

1. 1. Develop strong relationships with existing and new merchants to ensure their loyalty and satisfaction.
2. 2. Serve as the primary point of contact for merchants, addressing their queries and concerns promptly.
3. 3. Regularly visit merchants to strengthen relationships, assess their needs, and provide support.
4. 4. Assist with onboarding new merchants by providing information about the payment system, features, and usage.
5. 5. Ensure merchants understand how to use the payment system, troubleshoot common issues, and access support.
6. 6. Collect necessary documentation and ensure that new merchants are set up according to company protocols.
7. 7. Conduct training sessions for merchants on the effective use of the payment system and related features.
8. 8. Offer ongoing support to address any operational issues or questions from merchants.
9. 9. Act as a mediator for any complaints or issues that merchants may face with the payment system or services.
10. 10. Monitor merchant transaction volumes and performance metrics to ensure they meet agreed targets.
11. 11. Identify underperforming merchants and take proactive steps to address their challenges.
12. 12. Prepare and submit regular reports on merchant activities, satisfaction, and potential issues.
13. 13. Collect feedback from merchants about the payment system, features, and services and report same to relevant units.
14. 14. Work proactively to retain merchants, renewing service agreements, and reducing merchant churn.

Qualification/Experience

Education:

Bachelor’s degree in business administration, marketing, finance, or a related field. Certifications in customer relationship management (CRM), sales, or technical support can be an added advantage.

Experience

• * At least 2 years of experience in the payment systems or financial services or related services is required, especially in roles that involve client relationship management.
• * Strong verbal and written communication skills to interact with merchants, handle inquiries, and provide clear instructions.
• * The ability to identify and resolve merchant issues effectively, understand their needs, and analyze data to drive improvements.
• * A strong focus on building positive merchant experiences and fostering long-term relationships.