Merchant Relationship Executive at DPO Pay | May 2024
Job Description
ROLE PROFILE
Job Title: Merchant Relationship Executive
Reports to: Customer Care Manager
Job Grade: L5
Division: Operations
Department: Customer Care
Location: Tanzania
Job Purpose Statement:
The Merchant Relationship Executive will be responsible for establishing and building a sustainable
relationship with a portfolio of DPO merchants within the assigned market/sector.
The candidate will mainly focus on improving the satisfaction and retention of merchants, offering the first
line of support while increasing DPO Pay’s product penetration in existing merchants.
1. Responsibilities:
Account Management
• Manage a portfolio of business clients (merchants) to ensure targeted growth in revenue.
• Build strong merchant relationships through a deep understanding of their business needs and
proactively identify new product expansion opportunities.
• Be the voice of the merchant within DPO Pay, representing the merchants’ interests, generating
insights and removing obstacles.
• Takes 100% ownership of every situation with a client, ensuring client’s satisfaction and retention.
• Train newly on-boarded merchants on how to use the DPO system.
• Maintain high level of product knowledge sufficient to advise customer.
Business Growth
• Drive usage growth and increase transaction volumes from newly onboarded and existing
merchants.
• Support account activation for dormant merchants and a follow-up with an action plan to keep
them active.
• Upsell/cross sell DPO products to existing merchants and achieve the set targets.
• Offer support for the sales team members in the designated market(s).
First Line Support
• Support merchant and customer queries/complaints and provide appropriate solutions and
alternatives within the SLA’s and follow up to ensure timely resolution.
• Liaise with different departments to resolve service problems affecting merchants / customers.
• Meet the set targets on KPIs related to merchant retention, cross-selling, up-selling, TAT on
resolution, quality assurance monitoring and Voice of the Customer metrics.
Operations
• Stay informed about industry trends, competition activities, and regulatory changes affecting the fintech industry.
• Adhere to laid down procedures and duty of care in handling customers.
• Maintain a high level of integrity and ethical standards.
• Support the customer care strategy of a 24/7 shift to respond to Clients demands.
• Preparation of weekly/ monthly reports as requested.
2. Knowledge and Experience
Additional knowledge and qualifications
• Proficient in standard customer service practices and procedures.
• Proficient in English and Swahili languages (written and spoken)
• Outstanding organizational skills.
• Excellent Communication skills
• Outstanding face-to-face presentation skills
• High energy levels and meticulous attention to detail
• Confidence, enthusiasm, and a persuasive demeanor
• Self-motivation and the ability to work independently.
• Capability to thrive under pressure and meet deadlines.
Requirements • Bachelor’s degree in business, finance, or a related field
• At least 3 years’ experience in the financial services or technology
industry, with a focus on account management
• Deep understanding of local payment methods and the payments
landscape and regulations in the local market.
• Proven track record of meeting and surpassing sales targets and KPIs
More Requirements
- Professional in English
- Bachelor’s Degree
- Professional in Swahili