Why Should You Apply For The Job
- Work in fast growing multi-national Fintech company with strong presence in Worldwide.
- Great career exposure and development opportunity.
- Good remuneration.
Job Description
Maintain a specific number of accounts as required, deliver quality merchant support service to the account portfolio, meet specific customer satisfaction requirements while continuously driving the healthiness of the account portfolio.
Be available to answer all email, phone, and voice mail inquiries from your account base, and provide one-stop solution to address their needs, including difficult contacts and complaints.
Provide accurate solutions and proper education to merchants regarding products, processes and compliance requirements.
Work closely with related teams or counterparts to resolve merchants issue and follow up with responsible parties until they are resolved.
Make outbound contacts to merchants whenever there are outstanding issues in the account, and give merchants proper guidance to improve the process and conduct authenticity investigation based on regulation requirement.
Provide feedback to related teams on customers voice timely and proactively work on the solutions.
Summarize the trend based on merchants voices; identify the valuable feedback and urgent issues to escalate to higher leadership team.
Keep monthly contact with merchants and maintain business relationships; complete daily phone outreach.
Regularly update customer relationship management database.
Insights study and analysis for each market to address challenges and opportunities.
Requirements
Education:
Experience
Bachelors degree or equivalent work experience preferred.
Experience in an Internet company, financial institution or transaction processor is preferred.
Experience in customer relationship management or outbound service is a must.
Customer communication experience (face to face , email & phone).
Knowledge, Skills, And Abilities
Fluent English & Chinese, global working experience is preferred.
Ability to communicate effectively via telephone, email and face to face by utilizing active listening and clearly speaking to the customer.
Ability to make discretionary decisions based on research independently. Performs a variety of tasks. A certain degree of creativity and latitude required.
Ability to handle tough contacts and complaints.
Ability to deliver right suggestions to merchants to detect risky trend of managed accounts, and take proactive action to avoid risk.
Ability to complete multi-tasks; good skills in time management, task management and problem solving.
Well-develop sense of urgency and follow through; good judgment of importance, priority and emergency; good analytical skills.
Good ability of trouble shooting, has certain degree of flexibility and maturity.
Ability to develop and maintain professional working relationships with co-workers and peers.
Good industry knowledge; ability to learn and adapt to new product knowledge including the area of risk, protection and best practice.
A good business writing and presenting skills.
A degree of flexibility is necessary on travel and shifts.
About The Company
Our client is a world-renowned fintech company, a world-leading internet open platform with strong presence in APAC and the rest of the world.
For more information, you may reach out to Kennard at his email at [Confidential Information].
