Merchant Support Officer

Job Description

Palmpay Pvt Ltd is seeking a dedicated Merchant Support Officer to join our team, focusing on delivering exceptional support to our merchants. The ideal candidate will be responsible for managing the end-to-end onboarding process for merchants, ensuring accurate maintenance of merchant records through Excel and internal systems, and addressing inquiries via multiple communication channels such as phone, email, and chat. The role requires close coordination with internal teams including Operations, Finance, and Risk to facilitate smooth merchant operations. The candidate will also monitor merchant performance, conduct quality checks on merchant data, and play a key role in training new merchants on the platform's features. While this position does not include managing a team, it demands excellent organizational skills and the ability to handle multiple tasks effectively in a fast-paced environment.
Responsibilities
 

1. Own and oversee the end-to-end merchant onboarding lifecycle, ensuring a smooth, efficient, and positive experience from initial engagement through successful activation.
2. Maintain precise and current merchant records across Excel and internal platforms, upholding the highest standards of data integrity and accuracy.
3. Serve as a primary point of contact for merchant inquiries via phone, email, and live chat, delivering prompt, professional, and solutions-oriented assistance.
4. Partner closely with Operations, Finance, and Risk teams to address merchant issues effectively and contribute to ongoing process improvements.
5. Monitor and analyze merchant performance metrics on a regular basis, producing comprehensive reports that inform strategic business decisions.
6. Conduct systematic audits of merchant information and transaction data to verify compliance, accuracy, and adherence to internal standards.
7. Educate and support new merchants in navigating and maximizing platform features, empowering them to achieve optimal business outcomes.
8. Apply sophisticated Excel capabilities; including pivot tables, VLOOKUP, and complex formulas — to analyze datasets, optimize workflows, and enhance reporting efficiency.
9. Build and sustain strong merchant relationships through clear, empathetic, and professional communication that reflects the company's service values.
10. Effectively manage competing priorities and high-volume workloads while consistently delivering quality outcomes within defined timelines.
11. Proactively identify, investigate, and resolve operational issues, maintaining thorough documentation to drive process refinement and long-term improvement.

Job Skills

Data Entry AccuracyExcelReporting SkillsCustomer Relationship ManagementAdvance Excel

Job Details

Industry:

Banking/Financial Services

Total Positions:

1 Post

Job Type:

Full Time/Permanent

Job Location:

Karachi, Pakistan

Gender

No Preference

Minimum Experience

1 Year