Merchant Success Executive (In-Store)

The ShopBack Group is Asia-Pacific’s leading shopping and rewards platform, serving over 35 million shoppers across ten markets.

ShopBack was founded in 2014 and today, ShopBackers across the region continue to win over shoppers by constantly upping their game - be it rewards or meaningful experiences - such that shoppers can achieve a personal victory every time they use ShopBack.

The Group powers over US$3.5 billion in annual sales for over 10,000 online and in-store merchant partners. In 2022, ShopBack launched ShopBack Pay and PayLater, extending the platform's offerings into financial services, providing shoppers responsible and convenient payment options at checkout.

This job sits within the downstream operations forming a critical part of the merchant fulfillment cycle. The MSE supports the Business Development Managers and several internal stakeholders delivering relevant changes on ShopBack products requested by the merchant. The MSE owns changes/amendments up to the churning stage. This role makes it easy for merchants to do business with ShopBack by providing best in class merchant experience.
Responsibilities
* Be the key point of contact for ShopBack In-Store merchants
* Handle merchant inquiries and issues by providing the necessary support from tech, payment, customer, and onsite edits.
* Support merchants via Salesforce cases (Emails and Live Chats) 
* Provide a positive experience for ShopBack In-Stores merchants by providing quality, value-added services, and solutions in a timely manner. 
* Delivery regular performance, feedback, and process updates to both partners and internal stakeholders.
* Assist the operations team and internal stakeholders fulfillment, business process optimization, due diligence, and strategic partnerships.

* With relevant professional experience or a Bachelor’s Degree in related fields (Account management, customer services, sales service). 
* Strong interpersonal and proficient communication skills, both verbal and written in English and Chinese preferable to support and address certain functions and business needs.
* Passionate about problem-solving and good analytical skills.
* Action and solution-oriented mindset, comfortable in fast-paced environments.
* Strong team player
* Required to work on weekends/shifts