job description
Join Sarawak Information Systems Sdn. Bhd. as a Merchant Onboarding Specialist and play a pivotal role in empowering businesses through seamless integration, tailored solutions, and exceptional support. Based in the vibrant hub of Canggu, Bali, you will be at the forefront of driving merchant success by ensuring smooth onboarding processes, resolving technical queries, and fostering long-term partnerships.
This is a unique opportunity to combine your technical expertise with a passion for customer success. You’ll work closely with merchants to understand their needs, provide innovative solutions, and contribute to the growth of a dynamic fintech ecosystem. If you thrive in a fast-paced environment and enjoy making a tangible impact, this role is for you.
As part of our mission to revolutionize digital commerce, you’ll collaborate with cross-functional teams to refine onboarding workflows, enhance user experience, and implement best practices. Your role will be instrumental in shaping the future of merchant services in Southeast Asia.
Responsibility
- Guide merchants through the end-to-end onboarding process, ensuring a smooth and efficient experience.
- Provide personalized support to resolve technical and operational queries for new and existing merchants.
- Collaborate with internal teams to streamline onboarding workflows and reduce time-to-activation.
- Identify merchant pain points and propose tailored solutions to enhance satisfaction and retention.
- Conduct training sessions and create documentation to empower merchants with self-service tools.
- Monitor onboarding metrics and KPIs, implementing improvements to optimize performance.
- Stay updated on industry trends and regulatory requirements to ensure compliance and best practices.
- Act as a liaison between merchants and technical teams to troubleshoot and escalate issues as needed.
Qualifications
- Bachelor’s degree in Business, Information Technology, or a related field.
- Minimum 2 years of experience in merchant support, onboarding, or customer success within fintech, e-commerce, or SaaS.
- Strong understanding of payment systems, APIs, and digital merchant tools.
- Excellent communication and interpersonal skills, with a customer-centric approach.
- Proven ability to manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment.
- Familiarity with CRM systems (e.g., Salesforce, HubSpot) and onboarding platforms is a plus.
- Analytical mindset with problem-solving skills to address merchant challenges proactively.
- Fluency in English; additional languages (e.g., Bahasa Indonesia, Mandarin) are advantageous.