Merchant Executive

Role and Responsibilities:

Handle inbound and outbound calls, emails, and WhatsApp queries from merchants.

 Resolve issues related to POS terminals, transactions, settlements, and account updates.

 Conduct welcome calls for new merchants and guide them on product usage.

 Follow up on complaints and ensure timely service closure.

 Educate merchants on offers, campaigns, and usage best practices.

 Promote additional services (upselling/cross-selling) to boost adoption.

 Maintain accurate records of interactions and resolutions.

Key Skills & Competencies

 Strong verbal & written communication (English & Hindi mandatory).

 Customer-first attitude with problem-solving skills.

 Ability to manage high call/email volumes efficiently.

 Basic knowledge of POS, UPI, digital payments, and chargebacks.

 Experience with CRM/ticketing systems (Odoo, Runo dialer, etc.) is a plus.

 Ability to work in a fast-paced environment and meet SLAs.