Merchant Care Specialist

Location: Remote (India) – Candidates must be based in Delhi NCR

Role Description: 

As a Merchant Care Specialist at ShipBob, you will play a crucial role in enhancing the merchant experience by providing resolution-oriented support across chat, email, and phone as needed, ensuring flexibility across all communication channels in a 24/7 support environment. You’ll build and maintain solid merchant relationships, ensure timely and empathetic follow-ups, and collaborate cross-functionally to resolve issues swiftly. You must be available to work a flexible schedule, including rotational shifts covering mornings, nights, weekends, and holidays, based on business needs. 
 
Your day-to-day will include managing case and task workflows, researching merchant concerns, leveraging SOPs and tools for high-quality outcomes, and creatively solving challenges - even those outside standard procedures - to deliver a best-in-class merchant experience.

This role reports to the Team Lead, Merchant Care. 

What you’ll do: 

• Provide support to merchants via chat, email, and phone as needed, ensuring flexibility across communication channels. 
• Utilize all available SOPs, tools, and resources to ensure an exceptional merchant experience on every interaction, across all support channels. 
• Manage different workflows, including case/task management and outbound callbacks or follow-ups. 
• Creatively solve merchant issues, even those outside standard SOPs, while ensuring a successful merchant outcome. 
• Triage and escalate urgent issues quickly and appropriately. 
• Maintain consistency with follow-ups to ensure timely and complete resolution of merchant concerns. 
• Communicate effectively with merchants and internal stakeholders, with clarity and empathy. 
• Manage multiple applications and resources, including contact management systems and knowledge bases. 
• Identify and share merchant feedback and trends (VOC) to help improve the overall experience. 
• Adhere to quality processes while ensuring high levels of service. 
• Additional responsibilities and initiatives as necessary to support the team and merchant needs. 

What you’ll bring to the table: 

• 3–5 years of overall experience, with at least 1 year in a merchant or customer support role. 
• Excellent written and verbal English communication skills, with the ability to express yourself with confidence and empathy. 
• Strategic thinking and creative problem-solving to resolve time-sensitive challenges. 
• Demonstrated ability to manage priorities in a high-pressure, fast-paced environment. 
• A highly motivated self-starter mindset with a desire to learn, grow, and contribute to team success. 
• Ability to collaborate in a team-oriented culture and contribute to continuous improvement efforts. 

Perks & Benefits: 

• Medical, Term & 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  
• Work From Home Allowance  
• See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)  

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