Relationship Manager

2 days ago

Navi Mumbai, Maharashtra, India a43c1d7b-1c17-42a5-be44-9e376374db88 Full time ₹ 2,40,000 per year

Role Overview:

We are looking for a proactive and customer-focused Relationship Manager (Merchant Experience

Advisor) to manage inbound and outbound interactions with merchants using our POS and digital

payment services. The role involves handling queries, follow-ups, email requests, and ensuring quick

issue resolution while providing an excellent merchant experience. Additionally, the advisor will conduct

welcome calls for newly on boarded merchants and drive upselling/cross-selling initiatives.

Key Responsibilities:

Merchant Support & Query Resolution:

 Handle incoming calls, emails, and WhatsApp requests from merchants related to POS

terminals, digital payments, transactions, settlements, and technical issues.

 Ensure quick resolution of merchant concerns regarding payments, chargebacks, refunds,

device functionality, and account updates.

Outbound Engagement & Follow-Ups:

 Conduct welcome calls to newly on boarded merchants, guiding them on POS usage, digital

payment solutions, and best practices.

 Proactively reach out to merchants for issue resolution, service confirmations, and follow-ups

on raised complaints.

 Educate merchants on ongoing offers and campaigns for POS usage to boost business

efficiency, drive active usage, and ensure transaction continuity.

Upselling & Cross-Selling Initiatives:

 Identify opportunities to upsell/cross-sell additional Mswipe service, including value-added

features, upgraded payment solutions, and rental-based plans.

 Drive engagement with merchants to increase product adoption and maximize their

transaction volume.

Email & Ticket Management:

 Manage and respond to email queries and service requests from merchants within defined SLA

timelines.

 Coordinate with internal teams (Technical Support, Risk, Accounts, and Payments) to ensure

timely issue resolution.

Documentation & Reporting:

 Maintain accurate records of merchant interactions, resolutions provided, and follow-ups

required.

Preferred Language - Tamil , Telugu, Malyalam

Work Location - Navi Mumbai, Bangalore

Key Skills and Competencies:

Strong verbal and written communication skills

Customer-first approach with a problem-solving mindset

Ability to multitask and manage high call/email volumes

Basic understanding of POS, UPI, digital payments, and chargeback processes

Experience in CRM/ticketing systems (Odoo, Runo dialer, etc.) is a plus

Ability to work in a fast-paced environment and meet SLAs

Job Type: Full-time

Pay: ₹15, ₹20,000.00 per month

Benefits:

  • Health insurance
  • Provident Fund

Language:

  • Tamil, Telugu, Malayalam (Required)

Work Location: In person

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