Customer Success Specialist (Fintech)

Information Technology

$4500 - $6000 monthly

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Job Description

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:

  • 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 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.
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