Key Responsibilities:
- Respond to clients' inquiries and provide timely resolutions via hotline and email, including product and technical queries.
- Investigate and follow up on customer complaints, coordinate with relevant departments to identify solutions, escalate to technical team when necessary.
- Proactively escalate issues when necessary, ensuring prompt attention and resolution to critical matters.
- Collect, analyse, and report on customers' opinions and pain points, serving as a vital link between clients and the business.
- Promptly escalate urgent issues and suggest improvement opportunities, to continuous enhancement of products and services.
- 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 offering tailored support and solutions.
Requirements:
- Bachelor’s degree in Business Administration, Finance, Information Technology or a related field.
- 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.
- Excellent verbal and written communication, with the capacity to convey complex information clearly and concisely.
- 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.
- Knowledge in resolving technical issues is a plus.
- Willingness to learn new skills and technologies to stay ahead in a rapidly evolving industry.
