Senior Merchant Care Specialist – Tech Pod

Website ShipBob

Fulfill your everything orders with ShipBob

About the job

As a member of the ShipBob Team, you will benefit from an environment where everything is achievable. We aim to be a place where you can:

  • Write Your Career Story. Because we are solving some of the most difficult problems in global commerce, you have the opportunity to write the story that will make your career.
  • Experience Global Impact and Global Connection. At ShipBob we benefit from diverse cultures and perspectives in service of the global community.
  • Grow With An Ownership Mindset. We believe that great innovation comes from great transparency. We are more resilient and more creative when we have an inclusive and transparent culture where everyone knows our strengths and opportunities.

Title: Senior Merchant Care Specialist – Tech Pod

Location: New Delhi, India

Role Description:

The Senior Merchant Care Specialist will identify areas of improvement and develop new methodologies to meet milestones and business objectives. This person will drive knowledge development and conduct knowledge-sharing sessions for the team on improving merchant Interaction and offer guidance.

About You:

At ShipBob, we’re looking to bring on board people who embody our core values:

  • Be Mission-Driven. We want team members that are passionate about helping entrepreneurs improve their business, and bring that passion every day.
  • Be Humble. We have ambitious goals, and our team members understand that success or failure depends on us working together and leaving egos at the door.
  • Be Resilient. Logistics is a complicated business. So is software. We value team members that never give up and keep iterating until a problem is solved.
  • Be a Creative Problem Solver. As a startup, we value smart, innovative solutions to complex problems. We fall in love with the problem, not our “favorite” solution.

What you’ll do:

  • Must be very effective in providing a resolution to the Merchants queries and issues.
  • Develop and maintain strong relationships with Merchants.
  • Be consistent with follow ups for all cases to ensure complete and timely resolution for the Merchants.
  • Creative problem solving and solution-oriented approach to handle Merchant issues resulting in an enhanced Merchant experience.
  • Escalate urgent issues timely, keeping positive Merchant experience at the center of all such actions.
  • Support Team Leaders to manage the team, acting as second-in-command.
  • Manage multiple applications and resources including contact management systems and knowledge bases.
  • Communicate effectively with Merchants and internal stakeholders.
  • Identify and share Merchant VOC’s that can help improve overall Merchant experience.
  • Utilize all available SOPs, tools, and resources to ensure an exceptional Merchant experience on every interaction.
  • Must adhere to the Quality process and align with ensuring the highest level of Merchant experience while handling transactions.
  • Additional duties and responsibilities as necessary.

What you’ll bring to the table:

  • At least 3 years of merchant/customer support experience and experience working in a technical support environment.
  • BCA (Bachelor of Computer Application), Engineering or related field.
  • MCA (Master of Computer Application), will be an added advantage.
  • Excellent communication skills. Fluent in the English language (Versant Level 5).
  • Ability to solve problems independently while collaborating with other team members.
  • Sound aptitude and interest of the software, with the ability to learn new concepts quickly and independently.
  • Strategic problem solving: use of SOPs/ software and all available tools and resources to inform and support critical decisions and creative solutions on behalf of our merchants.
  • Ability to prioritize and troubleshoot problems and find speedy resolutions in high-pressure, time sensitive situations.
  • A highly motivated self-starter with an eagerness to learn and grow.
  • Excellent written and verbal communication skills, including the ability to express yourself with confidence.

Reports to: Manager, Merchant Care

Perks & Benefits:

  • Medical & Accidental Insurance
  • All Purpose Leave (casual & sick time): 12 days
  • Earned Leave: 15 days
  • Public Holiday: 12 days
  • Generous Maternity & Paternity Leave
  • Quarterly Wellness Day
  • Employee Assistance Program
  • Work From Home Allowance
  • Referral Bonus Program
  • Fun Culture >>> Check us out on Instagram (@lifeatshipbob)

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.

About Us:

ShipBob is a cloud-based logistics platform that partners with over 7,000+ e-commerce businesses to help make their entrepreneurial dreams a reality. We offer a full suite of fulfillment solutions for our merchants, including the ability to improve their transit times, shipping costs and deliver best in class experience to their customers. With an almost 100% accuracy rate in fulfilling orders and orders shipped on time, our merchants can count on us to deliver excellent service.

As one of the fastest growing tech companies in Chicago with over $300M+ raised from blue-chip investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners and SoftBank Vision Fund 2, our goal is to continue to be the #1 best fulfillment technology in the industry.

ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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