Merchant Experience Consultant

About the role

TapTap Payments is looking for a Merchant Experience Consultant to join its Operations team. You will be the first point of contact for merchants across the MENA region, delivering high‑quality support through calls, chat and email while helping to shape the future of online payments.

Key responsibilities

• Provide quality customer care to inbound calls, chat and emails.
• Accurately categorize the reason for each interaction and raise support tickets with complete information.
• Investigate, resolve and close customer complaints, maintaining a database of merchant information.
• Escalate inquiries to the appropriate internal teams when necessary.
• Assist merchants with registration and account creation.
• Relay customer feedback to product and sales teams.
• Capture customer satisfaction at the end of every interaction.
• Stay updated on knowledge‑base documents and company procedures.
• Contribute to performance targets and suggest process improvements.
• Work on a shift basis remotely, outside of regular business hours, and perform other duties as required.

Required profile

• Bachelor’s degree holder.
• Strong credibility and relationship‑building skills.
• Understanding of client/merchant care and how the role supports the business.
• Enthusiasm for working in a fast‑growing fintech environment.
• Ability to work effectively in a team, meet deadlines and participate in meetings.
• Problem‑solving, quick‑thinking and strong organizational abilities.
• Excellent communication in English; Arabic is a plus.

Required skills