Background information about the job or company (e.g., role context, company overview)

Mixxx is hiring Merchant Operations Officer

At Mixxx, we believe that diversity is a source of strength. When candidates have equal skills, we encourage female applicants and actively work to create a fair, inclusive and stimulating professional environment for everyone.

Joining Mixxx by Yas means becoming part of a fintech company belonging to the AXIAN Group, a pan-African player operating in five African countries. You will be working in a fast-growing fintech company driven by a culture of innovation, agility and impact. Our young, passionate and ambitious teams are shaping the financial services of tomorrow.

Responsibilities or duties

• 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 process 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.

Qualifications or requirements (e.g., education, skills)

University Degree in Business Administration, Social Science, or a related field.

Experience needed

Not less than three years of work experience.

• 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 process 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.

• 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 team environments.
• Able to build relationships quickly

• University Degree in Business Administration, Social Science, or a related field.