L1 Merchant Support Analyst

We’re PayRetailers, and we offer cutting-edge payment solutions that empower businesses to succeed in Latin America & Africa.

Our collaborative and inclusive work environment encourages creativity and growth, where every employee's contribution is valued.

We’re PayRetailers, and we offer cutting-edge payment solutions that empower businesses to succeed in Latin America & Africa.

Our collaborative and inclusive work environment encourages creativity and growth, where every employee's contribution is valued.

About the role

The L1 Merchant Support Agent is responsible for ensuring excellent service standards, responding efficiently to merchant inquiries, and maintaining high customer satisfaction. This role involves direct interaction with merchants to address their concerns, provide accurate information, and ensure smooth operations related to payment processing and account management.

Your responsibilities

• Manage emails, chat messages and potentially phone calls to assist merchants effectively.
• Identify and assess merchant needs to achieve high levels of customer satisfaction.
• Build sustainable and trusting relationships with merchant accounts through open and interactive communication.
• Provide accurate, valid, and complete information using appropriate methods and tools.
• Maintain records of merchant interactions, process merchant accounts, and file relevant documents.
• Follow communication procedures, guidelines, and policies to ensure consistency and professionalism.
• Go the extra mile to help merchants resolve their issues and improve their experience.
• Handle refund management processes, ensuring timely and accurate execution.
• Escalate technical issues to the IT team when necessary, ensuring proper follow-up and resolution.
• Address merchant inquiries regarding settlement processes and provide clear explanations.
• Create detailed payment breakdowns to assist merchants in understanding their transactions and settlements.

About you

What We Offer :

If you’re passionate about tech, innovation, and want to thrive in an environment that values collaboration and diversity, this role might be the perfect fit for you!

Apply today and help us shape the future of the PayTech industry!

To get an idea of what life at PayRetailers is like, check out our Instagram and our About Us page.

Our commitment to diversity, equity & inclusion

At PayRetailers, diversity, equity, and inclusion aren't just values – they're fundamental to who we are. We're dedicated to fostering an environment where every individual feels valued, respected, and empowered to bring their authentic selves to work. We welcome applicants from all backgrounds and identities, recognizing that diversity drives innovation and strengthens our team.

So, if you're passionate about making a difference and excited about the role, we encourage you to apply. Join us in building a global company where everyone can thrive and feel proud to belong.

Please feel free to include your pronouns in your application (e.g. she / her, he / him, they / them, etc.).

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Education

Degree

Are you able to work in office 4 days per week? (1 remote)

What is your level and experience with Excel?

What is your English Level?

What is your salary expectation? (Gross annual salary in role location's currency)

When would you be available to start with us?

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Do you agree that by applying for this job you agree to share your data with us?

Open Payment Technologies Ltd., (Kuady), as the Data Controller of your personal data, informs you that we comply with the GDPR regulations set by the EU, in addition to the personal data legislation of the countries where we operate, therefore we inform you that your personal data provided will be processed for our selection processes in accordance with our Privacy Policy :

PayRetailers, as the Controller when you apply directly with us and as the Processor when we act on behalf of the companies to whom we provide services, informs you that we comply with the GDPR regulations set by the EU, in addition to the personal data legislation of the countries where we operate, therefore we inform you that your personal data provided will be processed for our selection processes in accordance with our Privacy Policy :

Do you have experience in the Payments or Gambling sector?

By checking this box, I agree to allow PayRetailers to retain my data for future opportunities for employment for up to 181 days after the conclusion of consideration of my current application for employment.

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