Summary
Tap Payments is hiring a Merchant Experience Consultant for its Operations team in Salmiya, Kuwait. The role supports merchants through inbound calls, chat and email, resolves complaints, manages support tickets and helps customers with registration and account creation. The consultant also records feedback, maintains customer information and contributes to service improvements and team performance. A bachelor’s degree and strong communication and problem-solving skills are required; Arabic is preferred, and the role works on shifts.
The posting
As published on tap.company. Pulled from the employer's site and shown as they wrote it.
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