Assistant Manager, Merchant Support Operations
Job Summary
Job Description
As the Assistant Manager of Merchant support, you will assist in overseeing the day-to-day operations of the merchant support department. This includes ensuring the timely and effective resolution of merchant inquiries and issues. Responsibilities will also include providing guidance and support to the support team, coordinating with various stakeholders, and contributing to the continuous improvement of support processes. The role involves managing merchant support and product operations, resolving inquiries through various channels, monitoring and maintaining service level agreements, collaborating with internal teams, analyzing support metrics, addressing customer concerns, and contributing to documentation and training materials. Sound product knowledge is essential, along with the ability to perform reports and maintain a positive working environment.
Must have:
- Manage merchant support and product operations
- Resolve merchant inquiries via multiple communication channels
- Monitor and maintain service level agreements
- Collaborate with internal teams
- Analyze support metrics and KPIs
- Address and resolve customer/merchant concerns
- Contribute to support documentation and training
- Possess sound product knowledge
- Perform daily, weekly and monthly reports
- Maintain a pleasant working environment with the team
1 skill required
Job Details
Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.
Job Responsibilities :
As the Assistant Manager of Merchant support, will be assist in overseeing the day-to-day operations of the merchant support department. ensuring the timely and effective resolution of merchant inquiries and issues. Responsibilities will include providing guidance and support to the support team, coordinating with various stakeholders, and contributing to the continuous improvement of support processes.Essential Duties and Responsibilities
Key Account Customer Care Management:
- Assist in managing merchant support and product operations, ensuring smooth business functions.
- Support the resolution of merchant inquiries and issues via multiple communication channels, including telephone, email, and others.
- Assist in monitoring and maintaining service level agreements (SLAs) to meet performance targets.
- Collaborate with internal teams such as product, engineering, and sales to address merchant needs and feedback.
- Assist in analyzing support metrics and KPIs to identify areas for improvement and implement solutions.
- Play a role in addressing and resolving customer and merchant/partner concerns and inquiries in a timely manner.
- Provide support in managing product operations, contributing to the improvement and optimization of processes.
- Contribute to the development and maintenance of support documentation and training materials.
- Possesses sound product knowledge to enhance merchant support.
- Performs daily, weekly and monthly report as required.
- Maintains a pleasant working environment with the team.
Pre-Requisites :
Are you game?
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About The Company
At Razer, you'll be at the forefront of the most exciting industry in the world — gaming. Evolving forms of gaming require evolving forms of hardware, software and services. That’s where Razer comes in, offering innovative top-of-the-line products and services to allow gamers to fully immerse in the ultimate gaming experience.Getting onboard Razer will place you on a global mission to bring gamers closer to the games they love. Razer is a place to do great work, offering you the opportunity to be a part of a global team across 11 countries. Whether you are a hardcore evangelist who breathe life to the latest and greatest gaming gear or a behind-the-scene hero who runs our global operations, you are assured of a career-changing quest that transcends time zones and culture with one single spell: For Gamers. By Gamers.The journey towards phenomenal-ness won’t come easy. However, we will excel because gamers rely on teamwork. We achieve greatness because we are wicked problem-solvers and tenacious in clinching victories in all that we do. It is the team that makes Razer where it is today and will continue to bring Razer to even greater heights.
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