Merchant Experience Consultant

About the role

TapTap Payments is a fast‑growing fintech focused on simplifying online payments across the MENA region. As a Merchant Experience Consultant you will deliver high‑quality customer care through inbound calls, chats and emails, helping merchants resolve issues and improve their payment experience.

Key responsibilities

• Provide quality customer care via inbound calls, chat and email.
• Accurately categorize the reason for each customer interaction.
• Raise support tickets with complete information to enable tracking and resolution.
• Investigate and resolve customer complaints, then close tickets.
• Maintain and update a database of customer information.
• Escalate inquiries to the appropriate internal team.
• Assist customers with registration or account creation.
• Capture customer satisfaction at the end of every interaction.
• Stay updated on knowledge‑base documents and share feedback with product or sales teams.
• Work on a shift basis, remotely, outside of regular business hours.

Required profile

• Bachelor’s degree holder.
• Strong communication skills in English; Arabic is a plus.
• Ability to establish credibility and build internal relationships.
• Understanding of client/merchant/stakeholder care.
• Enthusiasm for working in a growing fintech environment.
• Problem‑solving and quick‑thinking abilities.
• Organisational skills to manage information and ask relevant questions.
• Team player who can follow daily tasks and meet performance targets.