About the Company
Headquartered in Singapore, Ant International powers the future of global commerce with digital innovation for everyone and every business to thrive. In close collaboration with partners, we support merchants of all sizes worldwide to realize their growth aspirations through a comprehensive range of tech-driven digital payment and financial services solutions.
About the Role
The KA Account Manager position is a fundamental component of the merchant service team, serving a portfolio of large and strategically important merchants and partners in each market. The role provides account management support in two capacities: as the primary contact for an assigned portfolio of large merchants and partners, as one of key members of a cross functional account team that includes Business Development, Marketing, Technical Support, Risk Management, AML, Legal, Customer Funds and Finance whose focus is to retain, manage and grow key account relationships. The KA Account Manager is the lead point of contact for all service aspects of the merchant processing relationship during the contract life, ensuring a smooth transition from onboarding through to the activity phase. The position is the focal point for information and communication with the merchants and partners on critical operational issues including onboarding, configuration, finance, risk and compliance management.
Responsibilities
- 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;
- Provide accurate solutions to merchants regarding products, processes and compliance requirements;
- Be available to answer all email, phone inquiries from your account base, and provide one-stop solution to address their needs, including difficult contacts and complaints;
- Make outbound contacts to merchants whenever there are outstanding issues in the account, and give merchants proper guidance to improve the process;
- 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;
- Work closely with related teams or counterparts to resolve merchants issue and follow up with responsible parties until they are resolved;
- Regularly update customer relationship management database;
- Insights study and analysis for each market to address challenges and opportunities.
Qualifications
- Fluent in English, both written & spoken.
- 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.
