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: 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? Apply To This Job