Job Description – Relationship Manager (Merchant Experience Advisor)

Position: Merchant Experience Advisor (Relationship Manager – Helpdesk)

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. o Work From Home (WFH): Only for specific language requirements, on case-to-case approval (not applicable for freshers). Candidate must arrange their own laptop/system. Company antivirus and VPN will be enabled on it. 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. Other Guidelines

 Salary: Up to ₹22,000 CTC. Any exception requires special approval based on skill set.

 Staffing Balance: Religion and gender mix to be maintained for a balanced workforce.

 Hiring Governance: o HD Leadership team’s decision (TL/Manager) will be final. o HD team to ensure clear justification to be provided for all non-selected candidates. Suggested Training Policy: Training salary for the first 7 days should be released along with the second salary payout to ensure commitment and minimize early dropouts.