Customer Success Manager

Ensuring exceptional support for top-tier clients. Leverage your experience in client management to foster strong relationships and enhance customer satisfaction.

• Become a key player in enhancing client satisfaction and loyalty in the payment industry.
• Proactively manage client inquiries and complaints, ensuring timely and effective resolutions.
• Enjoy a supportive work culture with competitive salary and comprehensive benefits package.

Job Description

The hiring will be under CONTRACT (1 year renewable), and absorb to become permanent employee (depends on performance).

Job Responsibilities:

• Efficient Client Support: Respond to clients' inquiries via hotline, email, and live chat, providing accurate information, guidance, and timely resolutions to their concerns.
• Maintain professionalism and empathy throughout all interactions, demonstrating a strong commitment to delivering world-class customer service.
• 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.
• Customer Feedback and Advocacy: Collect, analyze, 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.
• Customer Satisfaction and Loyalty Enhancement: Develop and implement strategies aimed at increasing customer satisfaction, such as personalized engagement initiatives, educational resources, or process optimizations.

Requirements:

• Bachelor’s Degree in Business Administration, Finance, or a related field.
• A minimum of 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.

About Company

Administrative and Support Services

Job Reference

669191

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