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Merchant Engagement Expert

Full time @Staffrite in Fintech
  • Apply Before : March 8, 2022
  • Salary: Ksh190.00 - Ksh225.00 / Monthly
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Job Detail

  • Job ID 4455
  • Career Level Manager
  • Experience 5 Years
  • Qualifications Degree Bachelor
  • 0

Job Description

Our client offers cross-border digital financial services (DFS) that make it easy for Africans
to conduct financial transactions (transfer money, pay bills, buy insurance and securities,
barter currencies etc.) across their boundaries and beyond. Similarly, they make it easy
for the African diaspora and other customers to transact with Africa. They support various
payment channels including mobile money and all major international card networks.
Our client aspires to be the dominant pan-African solution for affordable cross-border
remittances and bill payment by serving a much larger informal segment of the population
in fulfillment of their mission to accelerate the continent’s digital revolution and transform
lives and experience of the world. Our client’s mission is to connect the world through the
most creative, reliable, and secure payment network – enabling individuals, businesses,
and economies to thrive.
Staffrite HR Africa provides you with the opportunity to make a difference in the world,
invest in your professional development, and be a part of an inclusive and diverse
workplace by joining our client’s team. Your individuality is welcomed by our client, who
is seeking to fill the following vacancy:

Merchant Engagement Expert

  • Job Type: Full-time
  • Work Location: Nairobi
  • Industry: Fintech
  • Salary: Ksh. 190,000 – Ksh. 225,000
  1. Team leader in managing merchant relationships, managing the merchant’s ongoing needs, and guiding internal teams to ensure the highest quality customer service on all matters ranging from strategic to execution.
  2. Identify and prioritize merchant needs in a consultative manner, then craft customized solutions that grow the merchants’ business and increase merchant satisfaction with the company’s products/services.
  3. Identify and quantify merchant investment and partnership opportunities that will benefit both merchants and the company, create appropriate business cases and forecasts, advocate for funding, track performance/return on invested funds, and use learnings to inform future investments
  4. Build strong internal partnerships and become fluent in all Fintech merchant-facing solutions.
  5. Define responsibilities for various merchant outcomes collaboratively with internal partners.
  6. By leveraging merchant feedback, articulate merchant needs and influence product/capability roadmaps.
  7. At Fintech, everyone is a leader, and you will be enhancing the team’s analytical skills and business knowledge while also sharing your subject matter expertise and acting as a mentor where appropriate.
  8. Providing front-line communication support to Fintech Marketplace’s growing merchant base by responding to inbound questions and inquiries via customer resource management tools/platforms, chat, and phone reach-out support identify, develop, and iterate canned responses for FAQs, to maximize customer outreach standardization and decrease overall inquiries by improving self-serve merchant resources.
  9. Execute outlier follow-up and/or outbound calls as needed to ensure merchants maintain required service levels.
  10. Manage input metrics and merchant satisfaction results to achieve optimal operational and financial performance while exceeding key performance indicators (KPIs).
  11. Create novel approaches to removing or minimizing barriers and increasing merchant self-learning engagement efficiencies.
  12. Increase merchant loyalty and retention by providing exceptional service.

Seek out and implement opportunity gap improvements proactively to ensure an exceptional experience for the merchant and our mutual customers.

Key Qualifications

  1. Bachelor’s degree in Business Management or a related field of study preferred.
  2. 5 years’ experience in a similar role or Client relationship management.
  3. Excellent written and verbal communication skills
  4. Proficient in MS Office Suite and knowledge of fintech industry
  5. Results-oriented approach, Excellent organizational and leadership skills
  6. Have a pro-active, solution-oriented mindset.

 

All candidates interested in the above position should be:

  • Confidence, Innovative, Strategic Visionary leader and integrity.
  • Highly experienced in the Fintech Industry.

How to Apply
Our clients’ unique approach means we’re looking for unique people. The foundation of our Client is built on transparency, collaboration, and a deep desire to make things better. So, if you’re ready to join a team of smart, highly motivated individuals, and feel like this position is a good fit, please send your CV only quoting the job title on the email subject ( Fintech Merchant Engagement Expert to vacancies@staffrite.co.ke on or before 7th March 2022 COB! We can’t wait to hear from you.

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