Marchant Operations Officer at Yas Tanzania

MERCHANT OPERATIONS OFFICER

Location: Dar es Salaam

Requirements

• University Degree in Business Administration, Social Science, or a related field.
• Not less than three years of work experience.

Core Responsibilities

• Ensure timely resolution of merchant queries and complaints in line with agreed SLAs.
• Verify KYC details of newly onboarded merchants within 24 hours of registration.
• Coordinate with merchants and technical teams to promptly resolve system or platform issues.
• Support and train on-ground teams on merchant onboarding tools and registration platforms.
• Conduct regular reviews and refresher trainings to improve query resolution and process compliance.
• Provide onboarding and operational training to merchants to ensure smooth business operations.
• Drive automation initiatives to improve query handling efficiency and SLA performance.
• Assess merchant needs and share insights with product owners for enhancement and innovation.
• Maintain strong relationships with internal teams and merchants to boost satisfaction and NPS.
• Prepare and support periodic reports and communication plans on merchant operations and performance.

Core Competencies

• Excellent communication and interpersonal skills.
• Eager to find flaws in a process for improvements.
• Ability to work in a goal-oriented environment.
• Problem-solving and customer satisfaction orientation.
• A team player, able to work well in multicultural environments.
• Able to build relationships quickly.
• Enough thinking.