Key Responsibilities:
1. Efficient Client Support:
- Respond to clients' inquiries via hotline and email, providing accurate information, guidance, and timely resolutions to their concerns.
- Maintain professionalism and empathy throughout all interactions, demonstrating a solid commitment to delivering world-class customer service.
2. Complaint Management and Resolution:
- Thoroughly investigate and follow up on customer complaints, coordinating with relevant internal departments to identify appropriate solutions.
- Proactively escalate issues when necessary, ensuring prompt attention and resolution to critical matters while keeping clients informed throughout the process.
3. Customer Feedback and Advocacy:
- Collect, analyse, and report on customers' opinions, preferences, and pain points, serving as a vital link between clients and the business.
- Promptly escalate urgent issues and suggest improvement opportunities to senior management, contributing to continuous enhancement of our products and services.
4. Customer Satisfaction and Loyalty Enhancement:
- Develop and implement strategies aimed at increasing customer satisfaction, such as personalized engagement initiatives, educational resources, or process optimizations.
- Cultivate lasting relationships with clients by understanding their evolving needs, anticipating challenges, and proactively offering tailored support and solutions.
5. Ad-hoc Tasks
- Take on additional ad-hoc tasks and special projects as assigned by your manager to support the team and business objectives
Requirements:
1. Education:
- Bachelor’s degree in Business Administration, Finance, or a related field
2. Experience and Industry Knowledge:
- A minimum of 3 years of solid experience in customer success, client servicing or account management, preferably within the payment services industry or ecommerce marketplaces.
- Demonstrated understanding of payment processing, online marketplaces, and related regulatory environments.
- Solid organizational skills with the ability to manage multiple priorities and deadlines
3. Performance and Results Orientation:
- Deep focus on achieving business targets and delivering measurable results through effective customer relationship management.
- Customer-focused mindset, consistently striving to exceed expectations and drive customer loyalty.
4. Exceptional Communication and Relationship Building Skills:
- Proven ability to establish and nurture rapport with clients, building trust and fostering long-term partnerships.
- Ability to work collaboratively in a fast-paced, cross functional environment.
5. Adaptability and Learning Attitude:
- Demonstrated adaptability to changing circumstances and a keen willingness to learn new skills and technologies to stay ahead in a rapidly evolving industry.
- Responsible and proactive approach to problem-solving, displaying resilience in challenging situations and a commitment to finding innovative solutions.
