Job Description

• Efficient Client Support – Respond to client inquiries via hotline, email, and live chat, ensuring timely and accurate resolutions while maintaining professionalism and empathy.
• Complaint Management – Investigate and coordinate with internal teams to resolve customer complaints, escalating critical issues as needed.
• Customer Feedback & Advocacy – Gather and analyze customer feedback, reporting insights to senior management for service and product improvements.
• Customer Satisfaction & Loyalty – Develop strategies to enhance customer relationships, anticipate needs, and offer tailored support.
• Support for Key Account Managers – Create detailed client reports, identify growth opportunities, and monitor client health to prevent churn.
• Ad-hoc Tasks – Assist with special projects and additional duties as assigned to support business objectives.

Job Requirements

• Bachelor’s Degree in Business Administration, Finance, or a related field.
• A minimum of 1-3 years of solid experience in customer success, client servicing or account management within the payment services industry.
• Demonstrated understanding of payment processing, online marketplaces, and related regulatory environments.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Strong 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.
• Excellent verbal and written communication abilities in English, with the capacity to convey complex information clearly and concisely.
• Proven ability to establish and nurture strong rapport with clients, building trust and fostering long-term partnerships.
• Ability to work collaboratively in a fast-paced, cross functional environment.
• 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.

Skills