job description
Join Skyro as a Merchant Aftersales Support Specialist in beautiful Bali and play a pivotal role in ensuring our merchant partners receive exceptional post-onboarding support. This dynamic position focuses on resolving payment-related inquiries, maintaining merchant accounts, and fostering strong relationships with our valued partners.
As part of our growing team, you will serve as the primary point of contact for merchants, addressing their concerns with professionalism and efficiency. Your ability to coordinate seamlessly with internal teamsâincluding finance, operations, and customer supportâwill be key to delivering a seamless aftersales experience. This role is perfect for detail-oriented individuals with a passion for problem-solving and a commitment to merchant satisfaction.
Bali offers a unique work-life balance, combining a vibrant professional environment with the islandâs renowned culture and lifestyle. Whether you're assisting with transaction disputes, updating account information, or providing guidance on platform features, your contributions will directly impact merchant retention and business growth.
Responsibility
- Provide timely and professional support to merchant partners for post-onboarding inquiries, including payment issues, account updates, and technical concerns.
- Investigate and resolve merchant complaints or discrepancies related to transactions, refunds, or billing with a focus on quick and fair resolutions.
- Maintain accurate and up-to-date merchant account information, ensuring compliance with company policies and regulatory requirements.
- Collaborate with cross-functional teams (e.g., finance, IT, and operations) to escalate and resolve complex merchant issues.
- Proactively identify recurring merchant pain points and recommend process improvements to enhance the aftersales experience.
- Educate merchants on platform features, best practices, and troubleshooting steps to empower self-service solutions.
- Monitor merchant account health and flag potential risks (e.g., fraud, compliance violations) to the relevant teams.
- Document all interactions and resolutions in the CRM system for tracking and future reference.
Qualifications
- Bachelorâs degree in Business Administration, Finance, or a related field (or equivalent work experience).
- Minimum of 2 years of experience in customer support, merchant services, or a similar role, preferably in fintech or e-commerce.
- Strong communication skills in English (written and verbal) with the ability to explain technical concepts clearly to non-technical audiences.
- Problem-solving mindset with a track record of resolving complex issues under pressure.
- Familiarity with payment systems, transaction processing, or merchant account management is a plus.
- Proficiency in CRM tools (e.g., Salesforce, Zendesk) and Microsoft Office/Google Workspace.
- Highly organized with exceptional attention to detail and time-management skills.
- Ability to work independently and collaboratively in a fast-paced, remote or hybrid environment.