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 efficient 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 Information Technology, Computer Science, Business Administration, or a related field.
2. Technical Experience and Industry Knowledge:
- A minimum of 3 years of solid experience in customer success, client servicing, or technical account management, preferably within the payment services industry, eCommerce marketplaces, or technology sector.
- Demonstrated understanding of payment processing systems, online marketplaces, and related regulatory environments, with the ability to discuss technical aspects and integrations.
- Excellent organizational skills with the ability to manage multiple priorities, technical projects, and deadlines.
3. Performance and Results Orientation:
- Focus on achieving business targets and delivering measurable results through effective technical customer relationship management.
- Customer-focused mindset, consistently striving to exceed expectations, drive customer loyalty, and provide technical solutions that align with client needs.
4. Technical Communication and Relationship Building Skills:
- Excellent verbal and written communication abilities, with emphasis on translating technical concepts into clear, client-friendly manner..
- Proven ability to establish and nurture good rapport with clients, building trust and fostering long-term partnerships, particularly in technical engagements.
- Ability to collaboratively in a fast-paced, cross-functional environment, liaising between technical teams and customers.
5. Technical Adaptability and Learning Attitude:
- Demonstrated adaptability to evolving technologies and a keen willingness to learn new technical skills to stay ahead in a rapidly changing industry.
- Responsible and proactive approach to problem-solving, displaying resilience in challenging situations and a commitment to finding innovative, technically sound solutions.
