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

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.

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