Relationship Manager

Job Description – Relationship Manager (Merchant Experience Advisor)

Position: Merchant Experience Advisor (Relationship Manager – Helpdesk)
Location: Juinagar
Department: Helpdesk
Experience: 0–3 years in Customer Service (Fintech / Banking / Payments industry preferred)
Employment Type: Full-time

Role Overview

We are seeking a proactive and customer-focused Relationship Manager (Merchant Experience Advisor) to support merchants using our POS and digital payment solutions. The role includes handling queries, resolving issues, onboarding new merchants, and ensuring a smooth merchant experience through regular engagement.

Key Responsibilities

·         Handle inbound and outbound calls, emails, and WhatsApp queries from merchants.

·         Resolve issues related to POS terminals, transactions, settlements, and account updates.

·         Conduct welcome calls for new merchants and guide them on product usage.

·         Follow up on complaints and ensure timely service closure.

·         Educate merchants on offers, campaigns, and usage best practices.

·         Promote additional services (upselling/cross-selling) to boost adoption.

·         Maintain accurate records of interactions and resolutions.

Key Skills & Competencies

·         Strong verbal & written communication (English & Hindi mandatory).

·         Customer-first attitude with problem-solving skills.

·         Ability to manage high call/email volumes efficiently.

·         Basic knowledge of POS, UPI, digital payments, and chargebacks.

·         Experience with CRM/ticketing systems (Odoo, Runo dialer, etc.) is a plus.

·         Ability to work in a fast-paced environment and meet SLAs.

Eligibility Criteria

• Education: Minimum 10th Pass.

• Age: Below 35 years.

• Experience:

o   Freshers allowed (only for WFO).

o   6 months – 3 years in customer service preferred, especially in fintech, banking, or payments preferred.

• Languages: Malayalam, Tamil, Kannada, Telugu, Bengali, or Odia will be an added advantage.

• Work Mode:

o   Work From Office (WFO): Juinagar (preferred) and Bangalore offices.

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Additional Expectations

• Working Days: 6 days a week (Monday–Saturday). Sunday working may be required as per business needs.

• Target-Based Profile: Salary will be linked to performance and may be impacted if targets are not met.

• Runo Dialer Usage: The official Runo app will be installed on the agent’s mobile for official calls; personal numbers will not be exposed.

• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 3 years of experience.