Tap Payments
Merchant Experience Consultant
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 08/04/2026
Job overview
Date posted
22/02/2026
Location
Dubai, United Arab Emirates
Salary
Undisclosed
Compensation
Salary only
Job description
The Merchant Experience Consultant within the Operations team at Tap Payments in Dubai, United Arab Emirates, plays a key role in delivering exceptional customer support across calls, chat, and email to resolve issues, capture insights, and collaborate cross-team to improve Tap’s unified payment experience across the MENA region. As part of a fintech organization revolutionizing online payments by connecting businesses with simple and unified payment experiences, the role supports customer, financial, and administrative operations across the Middle East and beyond. The Merchant Experience Consultant provides quality customer care through inbound call handling, chat support, and email support; accurately categorizes customer inquiries; raises support tickets with complete information using support ticketing systems; investigates and resolves customer complaints; and closes tickets efficiently. The role includes maintaining a CRM database of customer information, escalating inquiries to appropriate internal teams, assisting customers with registration and account creation, and passing structured customer feedback to product or sales teams to improve organizational offerings and payment experience support. The position requires maintaining familiarity with all supporting documents on the knowledge base, capturing customer satisfaction at the end of every interaction, contributing toward performance target tracking, proactively suggesting complaints management process improvements to reduce complaint volumes, and working on a shift basis including remote support outside business hours. The role operates within fintech operations focused on merchant support, cross-team collaboration, stakeholder care, and continuous enhancement of Tap’s payment experience across MENA.
Required skills
Key responsibilities
- Provide quality customer support across inbound calls, chat, and email channels, ensuring prompt responses and professional handling of merchant and client inquiries related to Tap’s payment experience.
- Accurately categorize customer inquiries, raise support tickets with complete and structured information within support ticketing systems, and ensure proper tracking and timely resolution of customer requests.
- Investigate and resolve customer complaints through structured complaint resolution processes, close support tickets effectively, and escalate complex inquiries to the appropriate internal teams when required.
- Maintain and update the CRM database of customer information, ensuring accurate documentation of interactions, account details, and merchant-related records.
- Assist customers with registration and account creation processes, ensuring seamless onboarding and clear guidance across Tap’s fintech platform.
- Capture customer satisfaction at the end of every interaction, monitor feedback trends, and pass relevant insights to product and sales teams to enhance merchant support and payment experience support.
- Stay updated with emails, internal communications, and all supporting documents within the knowledge base to ensure accurate and consistent information delivery.
- Contribute toward achieving performance targets across all aspects of team activities, proactively recommend improvements to complaints management processes, support cross-team collaboration, and work on a shift basis including remote support outside business hours.
Experience & skills
- Hold a Bachelor’s degree as a minimum educational qualification.
- Demonstrate understanding of client, merchant, and stakeholder care within a fintech or payments operations environment.
- Exhibit ability to handle inbound call handling, chat support, and email support while managing support ticketing systems and maintaining CRM database accuracy.
- Show capability in complaint resolution, ticket categorization, customer satisfaction tracking, and complaints management processes.
- Demonstrate awareness of how the Merchant Experience Consultant role supports overall business objectives and contributes to payment experience support across MENA.
- Possess strong communication skills in English, with preference for Arabic language ability to support regional merchant and stakeholder engagement.
- Demonstrate ability to organize information, ask relevant questions, participate actively in meetings, follow daily operational tasks, and deliver work on time.
- Operate effectively within shift-based operations, collaborate cross-team, and contribute positively to team objectives within a growing fintech organization.