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Full-timeWhite Collar
Onboarding Specialist
Head Office - DokkiCommercialOn-site
Job Description
The Onboarding Specialist will be responsible for managing and supporting the onboarding journey of newly acquired merchants within Cartona’s installment business. The role will coordinate with Sales, Operations, Credit, and other relevant teams to ensure that onboarding requirements are completed accurately and efficiently, while ensuring a smooth transition from merchant acquisition to activation.
Responsibilities
- App Navigation Training: Train retailers to navigate the app: browsing catalog, searching products, checking prices/offers, and managing their profile.
- Order Placement: Ensure retailers can independently place, edit, and track orders through the app without needing manual/offline support
- Support Awareness: Make sure every retailer knows how to reach support (in-app chat, hotline, WhatsApp, etc.)
- Sales Growth: Drive incremental GMV growth per retailer through upselling, cross-selling, and habit-building (order frequency, basket size)
- Collections Monitoring: Track retailer dues/outstanding balances, follow up proactively on payments, and ensure timely settlement of credit lines
- Retention: Monitor engagement signals (login frequency, order frequency, churn risk) and intervene early with at-risk accounts
- Reporting: Maintain accurate records of onboarding status, activation milestones, sales growth, and collection status per retailer
- Feedback Loop: Relay recurring retailer pain points (app bugs, confusing flows, pricing issues) to product/commercial teams
Requirements
- 1–3 years of experience in merchant onboarding, sales operations, sales support, operations, or a similar role.
- Previous experience in installment financing, BNPL, fintech, financial services, or merchant operations is highly preferred.
- Good understanding of merchant onboarding and activation processes.
- Strong follow-up and coordination skills.
- Strong attention to detail and data accuracy.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced, target-driven environment.
- Good command of Microsoft Excel / Google Sheets.
- Bachelor’s degree in Business Administration, Commerce, or a related field.