Merchant Care Associate II
New
S
ShipBobEcommerce fulfillment
Remote - IndiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3 to 5 years of experience in merchant or customer support, or a similar role.
- Required Skills
- SalesforceJiraConfluenceCustomer support
Requirements
- Have 3 to 5 years of experience in merchant or customer support, or a similar role.
- Have prior night-shift experience in a KPI-driven support role.
- Have a track record of meeting SLA, resolution time, and quality targets.
- Be comfortable working rotational day, evening, and night shifts, including weekends and holidays, as required for 24/7 operational support.
- Be based in Delhi NCR.
- Bring strong written and verbal communication skills.
- Take a hardworking, detail-oriented, and proactive approach to merchant interactions.
Responsibilities
- Respond to merchant emails and chats promptly and accurately, following SOPs and SLAs.
- Make outbound calls when needed to resolve issues faster, provide updates, and follow up on urgent cases.
- Manage Salesforce cases from opening to closure and maintain clear, accurate, up-to-date case notes.
- Support the Supply Chain Operations team with standard tasks documented in Confluence.
- Use direct channels for urgent updates and Jira for non-urgent requests.
- Collaborate with sites, fulfillment centers, tech, analytics, and other teams to resolve merchant issues on time.
- Escalate complex or time-sensitive cases to ensure each case has a clear path to resolution.
- Complete ad hoc projects assigned by the manager.
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