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PayJoy

Posted 3 months ago

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Merchant Operations Representative

JakartaHybridFull-time

AI Summary

Merchant Operations Representative handles partner onboarding, responds to partner inquiries, and coordinates merchant-related tasks while providing insights to improve the merchant experience. They manage documentation, reporting, and communications across channels.

About this role

About PayJoy
PayJoy, a Public Benefit Corporation, is a mission-first credit provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. Our patented technology for secured credit provides an on-ramp for new customers to enter the credit system. Through PayJoy’s point-of-sale financing and card offerings, customers gain access to a modern quality of life. PayJoy’s credit also allows our customers to seize opportunities as micro-entrepreneurs, and acts as insurance for tough times. Through our cutting-edge machine learning, data science, and anti-fraud AI, we have served over 18 million customers as of 2025 while achieving solid profitability for sustainable growth.
This role

The Merchant Operations Representative is responsible for running and maintaining processes linked with our commercial team and merchants, providing administrative support, guarantees the effective admin/merchant/clerk (partners) onboarding process, identifying potential risks in current processes, and providing insights to stakeholders.

Responsibilities

  • Handle partners’ queries, support requests, and operational coordination. 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
  • Manage merchant/partner onboarding, including merchants' documentation in order and filed to facilitate the search when needed (official letters, complaints, etc.), data entry, and record-keeping.
  • Provide technical guidance to the customer on using a product or service effectively and efficiently.
  • Document and escalate issues they encounter with the merchant console and escalate complex issues to higher-level support personnel.
  • Oversee store-related tasks, including creation, closure, and clerk management.
  • Own the partner communication channel and NPS, by chats, Whatsapp and social networks.
  • Provide a weekly report (during a meeting or through a template) and recommendations for better merchant experience for the related managers.

    • Requirements

  • Bachelor's degree in industrial engineering, administration, or a related field.
  • More than 1 year of experience in support and/or account management in sectors such as telecommunications, retail, and/or finance.
  • Self-orientation, drive, and ability to communicate clearly and persuasively to customers.
  • Strong technology skills (MS Office, CRMs, SQL, Google Suite or Office, especially Excel, etc.) and ZOHO, Zendesk, and other CRM systems
  • Ability to communicate their ideas assertively, solve problems effectively, and maintain a constant focus on continuous improvement.

    • Benefits

  • 100% Company Funded : Private Health Insurance for employee and immediate family
  • 20 days vacation
  • Phone finance, Headphone, home office equipment and wellness perks.
  • $2,000 USD annual Co-working Travel perk
  • $2,000 USD annual Professional Development perk

    • Skills

    CRM SystemsCustomer SupportData AnalysisData EntryExcelGoogle SuiteIssue EscalationMerchant OnboardingMS OfficeNPS ManagementOnboarding DocumentationPartner CommunicationsRecord KeepingReportingSocial ChannelsSQLWhatsAppZendeskZoho

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