Customer Success Specialist

Location Singapore
Discipline Information & Communications Technology
Job Reference BBBH143395_1725874475
Salary S$5000 - S$6000 per month
Consultant Name Claudia Kueh Kee Jinq
Consultant Email [email protected]
Consultant Contact No. 65515579
EA License No. 02C3423
Consultant Registration No. R1880247


Key Responsibilities:

  • Respond to clients' inquiries and provide timely resolutions via hotline and email, including product and technical queries.
  • Thoroughly investigate and follow up on customer complaints, coordinate with relevant internal departments to identify appropriate solutions, escalate to technical team when necessary.
  • Proactively escalate issues when necessary, ensuring prompt attention and resolution to critical matters while keeping clients informed throughout the process.
  • 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, contributing to continuous enhancement of products and services.
  • 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.

Requirements:

  • Bachelor's degree in Business Administration, Finance, or a related field.
  • Minimum of 3 years of solid experience in customer success, client servicing or account management, preferably within the payment services industry or ecommerce marketplaces.
  • Demonstrated understanding of payment processing, online marketplaces, and related regulatory environments.
  • Excellent organizational skills with the ability to manage multiple priorities and deadlines.
  • Excellent verbal and written communication, with the capacity to convey complex information clearly and concisely.
  • Proven ability to establish and nurture rapport with clients, building trust and fostering long-term partnerships.
  • Ability to work collaboratively in a fast-paced, cross functional environment.
  • Demonstrated adaptability to changing circumstances and willingness to learn new skills and technologies to stay ahead in a rapidly evolving industry.