Merchant Relationship Specialist

DPO Pay by Network

Job Purpose Statement:

The Merchant Relationship Executive will be responsible for establishing and building a sustainable relationship with a portfolio of DPO merchants within the assigned market/sector.

The candidate will mainly focus on improving the satisfaction and retention of merchants, offering the first line of support while increasing DPO Pay’s product penetration in existing merchants.


Account Management

Manage a portfolio of business clients (merchants) to ensure targeted growth in revenue.

Build strong merchant relationships through a deep understanding of their business needs and proactively identify new product expansion opportunities.

Be the voice of the merchant within DPO Pay, representing the merchants’ interests, generating insights and removing obstacles.

Takes 100% ownership of every situation with a client, ensuring client’s satisfaction and retention.

Train newly on-boarded merchants on how to use the DPO system.

Maintain high level of product knowledge sufficient to advise customer.

Business Growth

Drive usage growth and increase transaction volumes from newly onboarded and existing merchants.

Support account activation for dormant merchants and a follow-up with an action plan to keep them active.

Upsell/cross sell DPO products to existing merchants and achieve the set targets.

Offer support for the sales team members in the designated market(s).

First Line Support

Support merchant and customer queries/complaints and provide appropriate solutions and alternatives within the SLA’s and follow up to ensure timely resolution.

Liaise with different departments to resolve service problems affecting merchants / customers.

Meet the set targets on KPIs related to merchant retention, cross-selling, up-selling, TAT on resolution, quality assurance monitoring and Voice of the Customer metrics.


Stay informed about industry trends, competition activities, and regulatory changes affecting the fintech industry.

Adhere to laid down procedures and duty of care in handling customers.

Maintain a high level of integrity and ethical standards.

Support the customer care strategy of a 24/7 shift to respond to Clients demands.

Preparation of weekly/ monthly reports as requested.

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