Merchant Experience Consultant

About Tap

• Tap Payments is revolutionizing online payments across the MENA region by connecting businesses with simple, unified payment experiences.
• We need exceptional talent to help us on this journey.
• The Operations team
• Great ideas aren't enough.
• To build a truly global business, we need great experiences.
• Join our operations team and help build, operate, and scale our customer, financial and administrative operations across the Middle East and beyond.
• Yalla! let's do this
• As a Tapster you will:
• Provide quality customer care to inbound calls, chat and emails
• Accurately categorize the reason for the customer call/chat
• Raise support tickets with complete information to enable tracking and resolution of customer requests
• Investigate and resolve customer complaints then close support tickets
• Maintain a database of customer information
• Escalate inquiries to the appropriate team
• Assist customers with registration or account creation
• Pass customer feedback onto the product or sales team to improve the organisation’s offerings
• Respond promptly to customer inquiries
• Maintain a positive, empathetic, and professional attitude
• Capture customer satisfaction at the end of every interaction.
• Stay updated on emails and be updated and familiar with all supporting documents on the knowledge base
• Contribute positively towards the achievement of performance targets in all aspects of the team’s activities
• Proactively provide solutions or improvements to Tap management that deliver improved complaints management processes for Tap Customers and where possible reduce the volume of complaints
• Support a good team and working environment by assisting fellow employees and participating constructively in team objectives.
• Work on a shift basis. (remote outside of business hours)
• Carry out other duties, as assigned based on the demands of the business and growth of the role
• What you will bring to the party:
• Saudi national is a mandatory requirement for this role
• Bachelor’s degree holder
• Ability to establish credibility and internal relationships
• Understanding of client/merchant/stakeholder care
• Awareness of how your role supports the business
• Enthusiasm for working in a growing fintech
• Ability to work in a team and follow daily tasks
• Skills and knowledge to actively participate in meetings
• Ability to deliver work on time
• Problem-solving and quick-thinking skills
• Ability to organize information and ask relevant questions
• Strong communication skills in English, with a preference for Arabic language ability
• Are you ready to shape the future of payments in MENA?