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