Merchant Support Executive

Key Responsibilities

• Strive for first contact resolution when dealing with all shoppers, merchants on a day-to-day basis in location
• Provide related reporting on an on-going and ad hoc basis, if required. Take ownership of merchant issues queries and bring them to a reso
• To be the first line of contact for all registered retailers within the mall
• Ensuring the retailers have all the material to offer their service, including branding.
• Conduct regular training in store for the sales teams
• Act as coordinator for Marketing rollouts, joint Campaign rollouts, update communications
• Act as point of contact for Mall Management Office
• 1st line support to Merchants experiencing any issues
• Assist in the onbaording of new merchants
• Be fully familiar and understand authority level and ultimate accountability of this role.
• Liaise regularly with Merchant Service Account Manager, Marketing Customer Service Manager, and other relevant local stakeholders to ensure full compliance as the levels are dynamic as the business grows.
• To meet business needs, this role might also include other administrative tasks.
• Cooperate with other departments of the company to ensure the processes are aligned
• Participate in the Company’s Performance Management System and ensure full compliance with all policies and procedures, reporting systems and Company Values at all times.