Job Description
Dsquares is more than just a loyalty program provider; our expertise lies in crafting loyalty solutions to give an unforgettable experiences that keep customers coming back for more. From concept to execution, we handle the entire loyalty journey, turning brands into beloved obsessions.
With our tech-savvy team and a passion for innovation, we're not just building programs; we empower businesses to build lasting relationships with their customers.
Our team is the heart of Dsquares. We believe that exceptional people create exceptional solutions. Our culture is built on openness, empowerment, and a shared passion for delivering extraordinary customer experiences. Join us and be part of a team that’s redefining loyalty programs.
More than rewards, we create experiences. And more than customers, we build advocates.
About the Role:
As Merchant Support Executive, you will be responsible for handling merchants’ inquiries and providing accurate, valid, and complete information by using the right methods/tools concerning client satisfaction and FCR. Resolve product or service problems by clarifying the merchant complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem.
Duties & Responsibilities:
- Handles merchants’ inquiries and provides accurate, valid, and complete information by using the right methods/tools concerning client satisfaction and FCR.
- Resolve product or service problems by clarifying the merchant complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Adhere to work schedule and accommodates business requests (including flexible working hours).
- Follow up and adhere to the weekly schedule; arrange and align with the team leader’s regarding any kind of changes required including the shift swap, break move, day off swap or any kind of leaves.
- Meet individual key metrics and KPIs by ensuring his/her own indicators are meeting or within the accepted ranges; Validating the KPI and justifying whenever any indicator is experiencing a wide variation or not meeting the benchmark; Accepting/Rejecting the performance achievement report that got fixed by the team leader and discussing the justifications in one-on-one meeting.
- Participate in individual & team training/meetings to bring knowledge up to date.
- Flag issues and conference that requires escalation and share the vision regarding any solutions that might enhance the client experiences and alert regarding any technical outage that prevents of properly applying the dues needed.
- Maintain confidentiality of company & merchant’s data.
- Adhere to company policies and procedures.
