Merchant Operations Associate

4 months ago

Bengaluru Karnataka, India Groupon Full time

Helping our customers have amazing experiences is the heart of everything we do.

Are you the kind of person who can step into the shoes of an unhappy customer to calm them down? Are you a pro at multitasking? Do you enjoy working on complex customer problems? Then you should read on.

Groupon is an experiences marketplace that brings people more ways to get the most out of their city or wherever they may be. By enabling real-time mobile commerce across local businesses, live events and travel destinations, Groupon helps people find and discover experiences--big and small, new and familiar--that make for a full, fun and rewarding life. Groupon helps local businesses grow and strengthen customer relationships--resulting in strong, vibrant communities. Even with thousands of employees spread across multiple continents, we still maintain a culture that inspires innovation, rewards risk-taking and celebrates success.

You’ll spend time on the following:

- You will respond to all customer and merchant inquiries, ranging from simple to complex by effectively defining customer needs and providing relevant solutions
- You will manage verbal and/or multiple written customer requests/inquiries eloquently and efficiently
- Use your interpersonal skills and ability to establish trust to approach problems logically and resolve customer issues
Maintain adherence to company process, quality, and compliance.
- Initiate an outbound Phone call/Zoom conversation with Merchant (when needed)
- Resolve Merchant issues in a timely and consistent manner
- Manage time and productivity to meet daily individual and team ticket targets.
- Stay updated with the current internal ticketing system, customer portals, back office databases, Groupon redemption procedures, and specifics around different types of merchant features
Manage time and productivity to meet and/or exceed daily targets at an individual and team level
- Work effectively individually, as well as within a team in a call center environment
- Thrive in a dynamic work environment

We’re excited about you if you have:

- Degree or equivalent
- 0-2 years of previous professional experience in a customer service capacity, preferably in a high-volume environment
- Experience working with a diverse customer base preferred
- You love problem-solving to help your customers have an excellent experience
- You take an entrepreneurial approach to task management and take control and handle tasks independently
- You communicate well on the phone, in text and in person and are able to understand and explain customer situations and solutions
- You love building efficient and effective engagements - both for customers and merchants - and can diffuse even high-tension situations with ease
- You have experience building rapport with customers and demonstrating strong interpersonal skills
- Ability to work full-time and a willingness to work irregular hours or on rotating shifts
- Ability to be comfortable in a desk-based office environment using a computer and phone during working hours
- Ability to type 50 WPM or more with 90% accuracy or better is preferred

Groupon’s purpose is to build strong communities through thriving small businesses. To learn more about the world’s largest local ecommerce marketplace
- You can also find out more about us in the

latest Groupon news

as well as learning about our

DEI approach
- If all of this sounds like something that’s a great fit for you, and join us on a mission to become the ultimate destination for local experiences and services.

Beware of Recruitment Fraud: Groupon follows a merit-based recruitment process without charging job seekers any fees. We've noticed an increase in recruitment fraud, including fake job postings and fraudulent interviews and job offers aimed at stealing personal information or money. Be cautious of individuals falsely representing Groupon's Talent Acquisition team with fake job offers. If you encounter any suspicious job offers or interview calls demanding money, recognize these as scams. Groupon is not responsible for losses from such dealings. For legitimate job openings, always check our official careers website at

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