Merchant Success Associate, SME

Job Highlights

• Fast growing E-commerce company
• B2B service experience with typing and Excel skills
• Sales experience with upselling skills
• Attractive package and benefits

SHOPLINE is Asia’s largest smart commerce platform. With our customers in mind, we strive to deliver scalable commerce solutions to merchants of all sizes. We’re a full-featured platform with services including online store opening, OMO solutions, retail POS systems, advertising placement, business strategy consultation, marketing, and more to empower merchants to succeed in omnichannel retailing and cross-border commerce.

What You’ll Do :

• Drive subscription revenue through existing merchant renewals and upselling opportunities to meet the retention target.
• Proactively initiate conversations with merchants to discuss renewals and propose relevant platform products or services tailored to their business needs, thereby enhancing the merchant experience and satisfaction.
• Develop and maintain renewal analysis data by using BI tools and complex Excel spreadsheets
• Answer merchant enquiries via live chat, email, WhatsApp, and phone calls.
• Be a strong advocate for our brand and product, interact, and build a community of loyal customers.
• Develop and execute onboarding initiatives for new merchants, including workshops, webinars, guidebook, and training sessions.
• Provide effective feedback to the product team to prioritise development tasks and suggest new product features.
• May require ad-hoc tasks or projects.

What We Are Looking For :

• Bachelor degree or equivalent, at least 1 year’s customer service experience, preferred in e-commerce but not necessary
• Experience in any client-facing role is preferred
• Experience in merchant onboarding and data analysis is preferred.
• Good command of spoken and written English, Putonghua, and Cantonese.
• Proficiency in typing both English and Chinese.
• Customer-focused attitude.
• Excellent customer service skills, effective interpersonal, presentation, and communication skills.
• Ability to manage multiple conversations and priorities simultaneously while maintaining attention to detail.
• Work under pressure and have good time management skills.
• Self-starter and good team player.
• Positive attitude, patient with people, and willing to learn.
• Curious and interested in technology and new products.
• Proficient in Excel with skills such as data analysis, formulas, functions, and pivot tables
• Immediate availability is preferred.

To stand out from the crowd, we highly encourage you to sign up for a free 14-day trial of SHOPLINE to set up your store and test out the platform. Through this practice, you can upload your logo and products, pick any theme and layout that fits your “products’” image and branding, etc. Feel free to include your store URL in your resume as a valuable showcase