Merchant Support Agent

소개

We are looking for an experienced and proactive Merchant Support Agent to join our team in Korea (US/IL/Aus). In this role, you will be responsible for delivering swift and efficient service to both merchants and end customers.

주요업무

· Front-line service to merchants(B2B) and end customers (B2C), handling client-facing calls and inquiries with professionalism and efficiency · Onboarding and training merchants on Global-e's internal platforms · Troubleshoot basic technical issues related to merchant accounts, platforms, and transactions. This includes basic troubleshooting of software or hardware issues and guiding clients through simple technical solutions · Ensure that KPIs and daily tasks are completed to a high standard · Maintain set SLAs, identifying and escalating issues as needed · Collaborate with leadership to develop and implement service improvements and best practice procedures · Identify and investigate recurring issues, contributing to finding root causes and implementing effective solutions · Assist in evaluating and improving the service provided to both internal teams and clients · Escalation Handling – Key escalation point of contact for complex issues · Customer-Facing Responsibilities – Maintains direct interaction with merchants and end customers, handling complex inquiries, solving basic technical issues, resolving high-priority issues, and ensuring an excellent customer experience

자격요건

· Previous experience in a client-facing role with a focus on delivering exceptional service. · Business level/ high level Japanese - Advantage! · Strong problem-solving and analytical skills, with a track record of resolving client issues and enhancing service delivery. · Basic technical support experience or familiarity with troubleshooting technical issues is preferred. · Ability to work collaboratively with team members and leaders to identify challenges and implement improvements. · Must be based in Korea. · Excellent Korean and English communication skills, both written and spoken. · A can-do attitude, able to handle a high-volume workload with accuracy and efficiency. · Teamwork-oriented.

혜택 및 복지

This is a full-time position, Monday to Friday, with hybrid working arrangements. The role will require you to be in the Seoul office 3 days a week.