Why Should You Apply For The Job
1. Work in fast growing multi-national Fintech company with strong presence in Worldwide.
2. Great career exposure and development opportunity.
3. 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:
– Bachelors’ degree or equivalent work experience preferred.
Experience:
– 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 kennard@peoplelake.asia.
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Chinese