job description
Join M and J Solutions Provider, Inc. as a Merchant Experience Specialist and play a pivotal role in fostering seamless, long-term partnerships between our platform and a diverse portfolio of merchants in Bali’s thriving business ecosystem.
In this dynamic position, you will serve as the primary liaison, ensuring merchants receive exceptional support, strategic guidance, and tailored solutions to maximize their success on our platform. Your expertise in relationship management, problem-solving, and market insights will drive merchant satisfaction, retention, and growth—ultimately contributing to the platform’s expansion in Southeast Asia’s competitive digital marketplace.
Based in the vibrant communities of Canggu, Ubud, Denpasar, or surrounding areas, you’ll collaborate with cross-functional teams to refine onboarding processes, address merchant concerns, and identify opportunities for innovation. This role is ideal for a proactive, customer-centric professional passionate about empowering businesses through technology and strategic partnerships.
Responsibility
- Merchant Onboarding & Training: Guide new merchants through platform integration, ensuring a smooth transition with comprehensive training on tools, features, and best practices.
- Relationship Management: Build and maintain strong, trust-based relationships with merchants, serving as their dedicated point of contact for inquiries, feedback, and escalations.
- Performance Optimization: Analyze merchant performance metrics and provide data-driven recommendations to enhance visibility, sales, and customer engagement.
- Issue Resolution: Proactively identify and resolve merchant pain points, coordinating with internal teams (e.g., tech, finance, marketing) to deliver timely solutions.
- Market Insights: Stay abreast of local market trends, competitor activities, and merchant needs to inform platform improvements and strategic initiatives.
- Feedback Loop: Gather and synthesize merchant feedback to advocate for product enhancements and policy adjustments that align with business goals.
- Retention Strategies: Develop and execute retention programs, including loyalty incentives, promotions, and personalized support to reduce churn.
- Reporting & Documentation: Maintain accurate records of merchant interactions, performance reports, and case resolutions for stakeholder reviews.
Qualifications
- Proven Experience: Minimum 2+ years in merchant relations, account management, or customer success, preferably in e-commerce, fintech, or SaaS industries.
- Communication Skills: Exceptional verbal and written English proficiency, with the ability to articulate complex ideas clearly and persuasively.
- Problem-Solving: Strong analytical and critical-thinking skills to diagnose issues and implement effective solutions under pressure.
- Tech-Savviness: Comfortable navigating CRM systems (e.g., Salesforce, HubSpot), data analytics tools, and merchant dashboards.
- Stakeholder Collaboration: Experience working with cross-functional teams, including sales, marketing, and product development.
- Local Market Knowledge: Familiarity with Bali’s business landscape, cultural nuances, and digital trends is a plus.
- Education: Bachelor’s degree in Business, Marketing, Communications, or a related field.
- Soft Skills: Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.