•Build and nurture strong, long-term relationships with key clients in the payment gateway sector. •Act as a point of contact between merchants and other stakeholders, ensure clear communications and alignment on objectives •Provide new merchants with training to explain the company’s dashboard and services •Keep an eye on non-transacting merchants and take proper follow-ups •Prepare the necessary documents for bank submission. •Coordinate with Banks on different queries. •Collaborate with internal technical and product teams to develop customized solutions that meet the unique needs of clients.

-Onboarding new merchants of online and POS and following up on renewals-Integration of merchants into the system-Follow up with the banks and other partners-Analyzing customers' data to improve customer experience-Communicate positively with all involved parties to facilitate customers' reception of the expected distinguished service.-Working closely with Sales, Support, Billing, and other technical teams to ensure an exceptional customer experience-Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service.

-Effective follow up from the concern department on all pending complaints till its resolution-Co-supervises all Customer Care activities and monitors other CCR to ensure effective and efficient working-Consumers feedback through call back or SMS or email-Assemble, manage, and motivate team-Ensure customer compliances of actions-Follow consumers complain till resolved-Measure yourself and your team by results-Compile data of customer database on daily/weekly/monthly basis-Supervise Customer Care Representatives

-Daily allocation and monitoring of tasks and duties.-Ensure all customer queries are fulfilled within AHT-Discover training needs and provide coaching.-Performance management including appraisals, incentives, and trainings

-Supervising team to provide the best solutions to customers-Supporting an open communication culture by listening to team members-Dealing with escalated unique queries and recommend best practices to meet service level management and customer satisfaction-Monitoring monthly KPls' to achieve a top position in the monthly and yearly scorecard-Coordinating with different business units and ensuring stakeholders' management-Performing internal audits on a weekly and monthly basis-Managing all administrative and operational tasks-Assisting line manager in planning and executing customer service functions

-Deal with daily walk-in customers efficiently and provide accurate information-Handled customer complaints, provided appropriate solutions, and ensured timely resolution-Maintained record of customer interaction through Customer Relationship Management (CRM)-Managed and updated customers' data as required-Handled substantial inflow of walk-in customers and worked under pressure-Provided backup assistance to the team when needed-Maintained the record of daily complaints and shared with concerned departments-Responsible to manage the counter and floor

-Assisted Manager HR & Compliance in the recruitment process of non-management and management staff-Responsible for organizing meetings, events, interviews, awareness sessions, and training-Served as a point of contact for all HR/ admin related queries-Maintained the record of employees' data, payroll, leave encashment, annual bonus, and group insurance-Communicated with the workforce regarding Environment Health & Safety (EHS) standards and requirements-Organized training and awareness programs at different levels and maintained the records of the same-Assisted manager in external and internal compliance audits