Merchant Support Officer

Position Title: Merchant Support Officer

Contract Type: 3-Month Contract (with Performance-Based Extension & Incentives)

Department: Asset Financing – Business Lead

Reports To: Merchant Experience & Growth Lead

Location: Head Office – Addis Ababa (with occasional merchant site visits if required)

Role Overview

We are seeking a Merchant Support Officer to act as the central point of contact for merchant activation, relationship management, dispute resolution, and transaction monitoring. Based at Head Office, you will support both newly onboarded and existing merchants — ensuring they are properly activated, equipped, and satisfied.

This role is the backbone of our merchant lifecycle: you’ll coordinate closely with field officers, technology teams, and partner bank channels to deliver a smooth experience that drives merchant retention, satisfaction, and revenue growth.

Key Responsibilities

Merchant Activation & Onboarding Support

• Coordinate with field Merchant Onboarding Officers to track newly onboarded merchants
• Ensure proper merchant system setup and account creation in collaboration with internal teams
• Monitor first transactions and follow up on inactive or slow-starting merchants
• Maintain activation dashboards and daily reports

Merchant Relationship Management

• Serve as the first point of contact for merchant-related queries from across regions
• Proactively call and follow up with newly onboarded merchants to ensure usage
• Build strong relationships with high-value merchants via support and insight sharing
• Maintain a log of merchant interactions and interventions

Issue Resolution & Dispute Management

• Receive and log merchant complaints, transaction issues, and payout disputes
• Coordinate internally with product, operations, or partner banks to resolve issues quickly
• Ensure merchants are updated regularly during resolution and informed once closed
• Escalate priority cases and track turnaround against SLA

Monitoring, Reporting & Feedback Loops

• Track merchant KPIs: activation rate, transaction volume, settlement complaints, etc.
• Provide regular reports on merchant support metrics to management
• Identify recurring issues or bottlenecks and recommend improvements
• Capture and document merchant feedback for product iteration

Profile Requirements

• Degree/Diploma in Business, Customer Service, Finance, or related field
• 1–3 years’ experience in customer service, merchant support, or fintech operations
• Strong understanding of digital platforms, payments, or merchant ecosystems
• Excellent verbal and written communication skills
• Detail-oriented and highly organized
• Proactive and solution-focused mindset
• Comfortable using dashboards, ticketing tools, and Google Workspace
• Multilingual skills (e.g., Amharic + local languages) are a plus