Being the leader in global cross-border payments and ecommerce solutions, we are seeking a highly capable and customer-focused professional to join our Merchant Services team. In this role as Customer Success Manager, you will act as the main point of contact for our top-tier clients, delivering outstanding support across multiple channels while resolving inquiries swiftly and accurately. You will play a key role in building strong, long-term client relationships by understanding their needs, handling complex issues, and working closely with internal stakeholders.
Job Responsibilities
1. Client Support Excellence
- Handle client inquiries via phone and email, delivering accurate guidance and timely resolutions.
- Maintain a professional, empathetic tone in all interactions while ensuring top-tier service quality.
2. Complaint Handling & Issue Resolution
- Investigate and follow up on customer complaints, coordinating with internal teams to determine effective solutions.
- Escalate critical cases proactively and keep clients updated until full resolution is achieved.
3. Customer Insights & Advocacy
- Gather and analyze customer feedback, identifying preferences and pain points to inform the business.
- Highlight urgent issues and improvement opportunities to senior management for product and service enhancements.
4. Customer Satisfaction & Retention
- Implement initiatives to increase customer satisfactionsuch as personalized engagement, educational support, or process improvements.
- Build strong client relationships by understanding their needs and providing proactive, tailored solutions.
5. Support for Key Account Managers (KAM)
- Prepare in-depth account reports highlighting trends, insights, and expansion opportunities.
- Track client health metrics and flag potential risks early to help prevent churn.
6. Additional Responsibilities
- Execute ad-hoc assignments or special projects as required to support team and business goals.
Job Requirements
1. Education
- Bachelor's degree in Business, Finance, or a relevant discipline.
2. Experience & Industry Knowledge
- Minimum 3 years in customer success/client servicing/account management within payments.
- Strong understanding of payment processing, ecommerce platforms, and regulatory requirements.
- Ability to manage multiple tasks and deadlines efficiently.
3. Performance & Results Orientation
- Driven to achieve KPIs and deliver measurable client outcomes.
- Strong customer-centric mindset focused on loyalty and long-term value.
4. Communication & Relationship Skills
- Excellent English communication skills; Chinese proficiency is an advantage.
- Demonstrated ability to build trust and lasting relationships with clients.
- Comfortable working in a fast-moving, cross-functional environment.
5. Adaptability & Growth Mindset
- Able to adapt quickly to changes and continuously learn new tools or skills.
- Proactive and resilient in problem-solving, with a commitment to innovative solutions.
If you're keen to explore further with this opportunity do apply today, alternatively you may share your resume to [Confidential Information]
