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:

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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 work 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.

Payments Operations Specialist