About Us :

Network International is the largest Financial Technology company in Middle East and Africa. Payments is our core business where we provide services in more than 50 countries – UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data[SM1] and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we are growing in direct to consumer card segment as well.

Our EVP :

At Network International, we always stay ahead. . In the fast-paced world of financial services, we thrive on innovation, agility, and purposeful collaboration. We invest first in our people, empowering you to make bold decisions, learn fast, and grow your expertise alongside industry leaders. Here, solving complex problems means more than using cutting-edge technology; it’s about creating meaningful value for our customers, together. We foster a culture where trust, accountability, and achievement go hand in hand—because success isn’t just a goal; it’s how we work, every day, as one team

About the Role

The Merchant Relationship Specialist is responsible for building and sustaining high-value relationships with a portfolio of merchants across assigned markets. This role drives merchant satisfaction, retention, and revenue growth by offering proactive account management, first-line support, and strategic product expansion. The Executive acts as the merchant’s internal advocate, ensuring seamless service delivery and maximizing product adoption across Network International’s ecosystem.

Responsibilities for Internal Candidates

1. Account Management

• Manage a portfolio of merchants and foster long-term, trust-based relationships
• Conduct regular merchant visits to understand business needs and strengthen engagement
• Represent merchant interests internally, generating insights and removing service obstacles
• Lead onboarding and training sessions to ensure merchants can independently navigate the portal
• Maintain comprehensive product knowledge to advise merchants effectively
• Tailor engagement strategies based on merchant lifecycle stages and business priorities

2. Business Growth

• Drive usage and transaction volume growth across assigned merchant accounts
• Reactivate dormant accounts through targeted outreach and retention strategies
• Identify upsell and cross-sell opportunities and support product expansion initiatives
• Collaborate with Sales to support acquisition and onboarding efforts
• Source new merchant leads and referrals through existing relationships and market intelligence
• Track merchant engagement and growth trends using internal tools and CRM

3. First Line Support

• Respond to merchant queries and complaints with timely, effective solutions
• Coordinate with internal departments to resolve service issues and streamline support
• Build strong working relationships across teams to ensure smooth merchant experience
• Document and monitor recurring issues, proposing improvements where needed

4. Operations

• Stay informed on industry trends, competitor activity, and regulatory developments
• Share market insights and merchant feedback with your line manager withing agreed timelines
• Uphold compliance with internal policies, ethical standards, and merchant services protocols
• Contribute to continuous improvement of merchant experience and operational processes

Qualifications for Internal Candidates

Qualifications

• Bachelor’s degree in business, Finance, Marketing, IT, Economics, or a related field.
• 3-5 years’ experience in account management, merchant services, customer success, fintech, or related client‑facing roles.
• Basic understanding of payment products (POS, e‑commerce gateways, mobile money).
• Ability to interpret and work with transaction reports or performance dashboards.
• Proficiency with CRM systems and/or ticketing tools.
• Language Requirement: Swahili, English & French — Mandatory
• Portuguese/ Chinese - Added advantage
• Strong relationship‑building and customer service skills.
• Ability to support merchants with onboarding, training, and first level troubleshooting.
• Comfort working with data to identify trends or issues.
• Good organizational skills and ability to manage multiple accounts or requests.

Skills & Competencies

• Strong relationship‑building and customer service skills.
• Ability to support merchants with onboarding, training, and first level troubleshooting.
• Comfort working with data to identify trends or issues.
• Good organizational skills and ability to manage multiple accounts or requests.

Soft Skills & Attributes

• Clear communication and strong interpersonal skills.
• Proactive problem‑solver with willingness to learn.
• High level of ownership, reliability, and responsiveness.
• Collaborative mindset with ability to work cross‑functionally.
• Customer‑centric attitude and professionalism.

• Manage a portfolio of merchants and foster long-term, trust-based relationships
• Conduct regular merchant visits to understand business needs and strengthen engagement
• Represent merchant interests internally, generating insights and removing service obstacles
• Lead onboarding and training sessions to ensure merchants can independently navigate the portal
• Maintain comprehensive product knowledge to advise merchants effectively
• Tailor engagement strategies based on merchant lifecycle stages and business priorities
• Drive usage and transaction volume growth across assigned merchant accounts
• Reactivate dormant accounts through targeted outreach and retention strategies
• Identify upsell and cross-sell opportunities and support product expansion initiatives
• Collaborate with Sales to support acquisition and onboarding efforts
• Source new merchant leads and referrals through existing relationships and market intelligence
• Track merchant engagement and growth trends using internal tools and CRM
• Respond to merchant queries and complaints with timely, effective solutions
• Coordinate with internal departments to resolve service issues and streamline support
• Build strong working relationships across teams to ensure smooth merchant experience
• Document and monitor recurring issues, proposing improvements where needed
• Stay informed on industry trends, competitor activity, and regulatory developments
• Share market insights and merchant feedback with your line manager withing agreed timelines
• Uphold compliance with internal policies, ethical standards, and merchant services protocols
• Contribute to continuous improvement of merchant experience and operational processes

• Strong relationship‑building and customer service skills.
• Ability to support merchants with onboarding, training, and first level troubleshooting.
• Comfort working with data to identify trends or issues.
• Good organizational skills and ability to manage multiple accounts or requests.
• Clear communication and strong interpersonal skills.
• Proactive problem‑solver with willingness to learn.
• High level of ownership, reliability, and responsiveness.
• Collaborative mindset with ability to work cross‑functionally.
• Customer‑centric attitude and professionalism.

• Bachelor’s degree in business, Finance, Marketing, IT, Economics, or a related field.
• 3-5 years’ experience in account management, merchant services, customer success, fintech, or related client‑facing roles.
• Basic understanding of payment products (POS, e‑commerce gateways, mobile money).
• Ability to interpret and work with transaction reports or performance dashboards.
• Proficiency with CRM systems and/or ticketing tools.
• Swahili, English & French — Mandatory
• Portuguese/ Chinese - Added advantage