Merchant Care Officer

Salla is looking for a passionate and motivated Merchant Care Officer to join our dynamic team. In this role, you will be the primary point of contact for our merchants, ensuring they receive top-notch support and guidance throughout their journey with us. As a Merchant Care Officer, your mission is to enhance merchant satisfaction by addressing queries, providing solutions, and developing strong relationships with our merchant community.

Your day-to-day responsibilities will include assisting merchants with account questions, resolving operational issues, providing training and support on our platform, and collecting feedback for continuous improvement. The ideal candidate will possess excellent communication skills, a customer-centric attitude, and a knack for problem-solving. We believe that our merchants’ success ultimately drives our own, so your role will be vital in empowering them to thrive in the e-commerce landscape.

Responsibilities:

• Serve as the primary point of contact for merchants, providing timely and effective support.
• Assist merchants with onboarding, training, and troubleshooting to ensure a smooth experience on our platform.
• Respond to merchant inquiries through various channels, including email, chat, and phone.
• Identify and resolve issues that hinder merchant success, escalating when necessary.
• Maintain accurate records of merchant interactions and resolutions in our support systems.
• Gather, analyze, and communicate feedback from merchants to internal teams for improved service offering.
• Conduct regular check-ins with merchants to ensure ongoing satisfaction and success.
• Collaborate with cross-functional teams to support product enhancements based on merchant feedback.