Merchant Experience Consultant

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

• Saudi national is a mandatory requirement for this role

• 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

Are you ready to shape the future of payments in MENA?