Merchant Support Agent

2 weeks ago

Stockholm, Stockholm, Sweden Qliro Full time

Merchant Support is looking for a new colleague to join the team and make sure our merchants have the best experience possible The team plays an important part in Qliro's relationship with our merchants. The role is a great window into all the different functions operating within Operations & Commercial, you will work closely with many other functions within the larger Qliro family too.

What you'll do:

  • Be the first line of contact for Qliro's merchants.
  • Represent Qliro in a service-oriented way toward our existing merchants resolving escalated errands.
  • Aim to exceed merchant expectations. You will also provide training, tools and material to the merchant, to enable "help to self-help".
  • Represent the merchant, especially operational teams, within Qliro. Collect data and suggestions from merchants to be able to improve our products.
  • Drive and coordinate efforts across teams to resolve merchant questions or issues raised. Such teams include Fraud, Finance, Product Development, Customer Operations, Merchant Integrations, and many others.
  • Based on your observations and analysis, proactively present potential improvements to ensure that Qliro delivers on the merchant's expectations to relevant teams.
  • Communicate and deliver feedback from merchants to different stakeholders within the company.
  • Review and assess tools, systems, and ways of working to continuously improve the level of service provided.
  • Grow and maintain an updated knowledge base on relevant topics including but not limited to e-commerce, payments, and ways of working in service delivery.

We believe you:

  • Have superb communication skills.
  • Are a relentless problem solver.
  • Have experience of working closely with customers or merchants, preferably in customer service.
  • Have a great service mindset.
  • Are tech-savvy and have a keen interest in growing technical skills & understanding.
  • Experience within Payments is preferred.

WOW in everything we do

At Qliro, we embrace curiosity, passion, and collaboration. We believe in the power of flexibility and remote work, balanced with the strength of face-to-face interactions. Join us in creating wow moments, and feel free to be your authentic self. Differences are not just accepted but celebrated at Qliro.

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