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Permanent |
Lagos |
Posted 2 years ago |
Job Title: Instore Merchant Onboarding and Support
Location: Lagos
Job Type: Permanent
Department: Paymate – Digital Commerce & Merchant Acquiring
Job Description
- The Instore Merchant Onboarding and Support officer will be responsible for onboarding and supervision of the Business Support Partners.
- The ideal candidate will also maintain and nurture relationships with new and existing Merchants/Partners/Banks.
Responsibilities
Field Operations
- Responsible for field support activities on POS terminals managed by Interswitch (primarily, as Acquired, Co-acquired and PTSP and secondly, for all of Interswitch POS Business)
- Responsible for growing the number of merchants in the assigned region and with the assigned Banks
- Responsible for the overall management of field operations in a particular cluster or region as assigned
- Responsible for Interfacing with Banks Support teams and external client Support issues relating to POS devices
- Ensures that the agreed SLAs/OLAs with Banks and third –party Vendors (where applicable) are adhered to
- In charge of giving feedback on process improvement initiatives to the product, operations, business, engineering, and service management teams
- Responsible for Monitoring all POS terminals assigned to Interswitch as PTSP to ensure the uptime of the terminals 24/7
- Responsible for logging all customers service calls received via phone calls and emails on CRM
- Carries out 1st level Support: Remote Support, Call Support and 2nd Level Support
- Responsible for any or all or the strategic pillars of quality assurance, terminal deployments, repairs and stop gap management, merchant categorisation and merchant visitation list
- Provides Advisory services to Banks and merchants during daily support activities
- Conducts training of bank staff and merchants on use of POS applications and support
- Reviews effective utilization of product manuals & training manuals
- Conducts quarterly technical sessions for key merchants, PTSP and banks (when necessary)
- Co-manages the administration and training of BSP (Business Support Partners)
- Prepare weekly activity reports for all managed POS devices to Banks and Team Lead
- Prepare an issue report for critical issues encountered in performing daily activities to the Team Lead.
Onboarding:
- Responsible for Parameter Management (Parameter Generation, Nibss & Kimono Registration, Parameter update/change)
- Merchant profiling on extraswitch, aribiter and related platforms
- Manages the process of terminal provisioning (configuration and certification)
- Provision of merchant onboarding support and ensuring high conversion rate for generated leads
- Terminal consumables and inventory management.
Service Operations:
- Responsible for administration and management of TMS systems (PAX Store)
- Database management and reporting
- Bridging the link between the technical team (engineering and products) and the support team
- Provision of post-onboarding support
- Partner relationship management
- Merchant training and service review
- Revenue assurance.
Requirements
- Bachelor’s Degree from a reputable tertiary institution
- Project Management desirable but not compulsory
- Minimum professional experience of 2 years in POS support within payments or financial services industry.
Apply Now
Deadline: March 10, 2023
Job Features
Job Category | Support Staff |