Customer Engagement Capabilities:

Agents must demonstrate strong interpersonal and communication skills to build rapport, establish trust, and provide proactive, solution-oriented support to merchants.

Analytical and Critical Thinking Skills: Agents should be able to analyse operational data, including order history and KPIs, to identify performance issues and early signs of churn.

Sales and Negotiation Competence: Agents must clearly articulate the value of the client platform and engage in commercial discussions when needed to support retention and reactivation.

Technical Proficiency: Agents should be skilled in using CRM tools (e.g., Salesforce), reporting platforms (e.g., Looker), and communication tools (e.g., Outreach, WhatsApp), or other tools designated by the client.

Adaptability and Agility: Agents must work effectively in a dynamic environment, adapting quickly to changes in processes, tools, and merchant requirements.

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