Associate - Customer Success

Razorpay; Malaysia; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading Fintech company is seeking a Customer Success Associate to enhance the onboarding experience for new merchants. The role involves addressing merchant queries, advocating for their needs internally, and refining processes for efficiency. Ideal candidates have a Bachelor's degree and 1-2 years experience in customer service, are strong communicators, and enjoy building client relationships.

Qualifications

• 1 - 2 years of experience in Customer Service/Success from banking/fintech/IT industry.
• Fresh Graduates are welcome to apply.
• Enjoys solving problems and has strong communication skills.

Responsibilities

• Take charge of the onboarding process for new merchants.
• Address merchant queries and provide effective solutions.
• Act as a dedicated advocate for merchants within the company.

Skills

Problem-solving

Client relationship management

Strong communication skills

Organizational skills

Education

Bachelor's degree in any field or equivalent experience

Job description

Overview

Razorpay was founded by Shashank Kumar and Harshil Mathur in 2014. Razorpay is building a new-age digital banking hub (Neobank) for businesses in India with the mission to enable frictionless banking and payments experiences for businesses of all shapes and sizes. What started as a B2B payments company is processing billions of dollars of payments for lakhs of businesses across India.

We are a full-stack financial services organisation, committed to helping Indian businesses with comprehensive and innovative payment and business banking solutions built over robust technology to address the entire length and breadth of the payment and banking journey for any business. Over the past year, we\'ve disbursed loans worth millions of dollars in loans to thousands of businesses. In parallel, Razorpay is reimagining how businesses manage money by simplifying business banking (via Razorpay X) and enabling capital availability for businesses (via Razorpay Capital).

Responsibilities

• Seamless Onboarding: You will take charge of the onboarding process for new merchants, collaborating with cross-functional teams to ensure that the merchant\'s onboarding experience is not only smooth but exceptional.
• Responsive Support: Promptly address merchant queries, providing effective solutions within defined Service Level Agreements (SLAs). Your responsiveness will contribute to a high level of merchant satisfaction.
• Internal Advocacy: Act as a dedicated advocate for our merchants within the company. You will gather, analyze, and deliver informed and quantified feedback to relevant teams to enhance the merchant experience.
• Tools and Collaboration: Utilize state-of-the-art Customer Success tools and work closely with the broader Success team to maintain a consistent and exceptional level of service for our merchants.
• Issue Management: Coordinate and manage critical issues by collaborating with our Operations and Engineering teams. Your ability to drive resolutions will be crucial in maintaining high merchant satisfaction.
• Process Refinement: Collaborate closely with the Head of Customer Success to continuously refine and improve operational processes, ensuring efficiency and a customer-centric approach.

Qualifications

• Bachelor\'s degree in any field or equivalent experience, preferably 1 - 2 years of experience in Customer Service/Success from banking/fintech/IT industry
• Fresh Graduates are welcome to apply
• Enjoys solving problems but prefers preventing them
• Having a proven track record in understanding complex problems and providing suggestions and solutions to those problems.
• Enjoys building and developing relationships with clients and internal stakeholders
• Having a strong business acumen will help in your solutionizing with clients
• An ability to stay organized and calm, even in fast paced high pressure situations
• Self-driven to do your best in any environment and circumstances
• Experience in prioritizing your time between multiple issues which vary in urgency
• A strong belief that clients should be at the forefront of our efforts and a commitment to delivering great support and service
• Strong communication skills are imperative in this role. Your ability to convey information clearly and effectively will facilitate successful client interactions, internal collaboration, and process improvements.

Razorpay believes in and follows an equal employment opportunity policy that doesn\'t discriminate on gender, religion, sexual orientation, colour, nationality, age, etc. We welcome interests and applications from all groups and communities across the globe.