Merchant Operations Representative
PayJoy
Merchant Operations Representative
PayJoy
Provides credit access via device-collateral loans
Merchant Operations is dedicated to providing administrative support in conjunction with internal and external stakeholders, to foster a satisfactory and positive relationship between PayJoy and our partners.
The Merchant Operations Representative for PayJoy Indonesia will be tasked with taking care of the admin/merchant/clerk (partners) onboarding process, identifying potential risks in current processes, and providing insights to stakeholders. The perfect candidate should be comfortable mentoring and guiding a team, comfortable with people across the organization, and focused on improving processes and issues found to ensure a great customer (admin, merchant, and clerk) experience.
In this role, they will own, monitor and improve merchant support metrics (e.g. onboarding turnaround time, requirement completeness, etc). Additionally, the hired candidate will report to the Merchant Operations Supervisor, forge strong alliances with the other Merchant Ops team members, and the Commercial team, and interact with other business operations and merchant support team members from other PayJoy-operating countries, ensuring they perform according to local expectations. This role will follow the standardization of PayJoy global merchant support metrics and initiatives (e.g. aligning a common cross-country approach for merchant support quality assurance ratings), seek for optimization of resources (e.g. creating guidance documents from the tools we are using), and manage reporting tasks. This role will be instrumental in the newly launched operations.
Partner Support & Operations: Handle partners’ queries, support requests, and operational coordination. Ensure timely and efficient resolution of issues while maintaining a positive partner experience. Own the partner communication channel and NPS
Documentation & Onboarding: Manage merchant/partner onboarding, including documentation, data entry, and record-keeping. Streamline the onboarding process to ensure accuracy and compliance.
Store Management: Oversee store-related tasks, including creation, closure, and clerk management. Ensure smooth store operations and effective clerk management.
Operational Efficiency: Focus on optimizing processes and ensuring smooth collaboration between teams. Identify bottlenecks, streamline workflows, and facilitate communication between different functions.
Perform outbound calls to the customers
Execute quality control/assurance/maintenance
Standardize, localize, and run the partners' onboarding and support processes
Act as a subject matter expert regarding specific issues and concerns raised by the partners
Provide accurate, valid, and complete information by using the right methods/tools
Provide a weekly report (during a meeting or through a template) and recommendations for better merchant experience for the related managers
Perform data reconciliation of payments and disbursements to be coordinated with Finance departments
Manage the store’s required clerks / promoters documentation
Native verbal and written communication in Bahasa Indonesia
Basic verbal and written communication in English
Strong operations handling mentality and experience on both manual and automated works
Willing to work on-site in the SCBD area
Intermediate knowledge and experience in data analysis
Aligned with PayJoy’s principles and cultures
Bachelor’s degree or equivalent
Minimum of 1 (one) year of working in merchant support/business support (finance industry background is preferred)
Interested in growing a career as a merchant operations professional and manager
Must be detail and process-oriented, and have experience working with robust SLAs
Self-orientation, drive, and ability to communicate clearly and persuasively to customers
Comfortable working on Google Suite (Sheet, Docs, Slides, etc) / Microsoft Excel, and analytics
Reliable/strong internet connection (if needed to work from home)
Strong interest & experience on CRM tool, Google Script integration and automation will be a plus
PayJoy helps people in emerging markets access credit to buy smartphones and other devices by partnering with local banks and retailers. Its system uses mobile locking technology and data science to let customers pay over time, with the device serving as collateral and remaining locked until payments are made; if needed, the lender can immobilize the device. Unlike traditional lenders, PayJoy works in markets with limited banking by combining device collateral with fintech and retailer partnerships to extend credit to the unbanked. Its goal is to expand affordable device access, improve consumer financial inclusion, and support growth in developing economies.
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