Customer Success Generalist (Daylight)

About the Job

As a Customer Success Generalist, you will be in a fast-paced team that provides our customers with undivided attention and care. You will be ready to take on any issues or inquiries that our customer's raise, work to prevent fires and support our customer's hurdle. You will capture important customer insights and feedback from inquiries that you will receive which will help us to continuously improve our product and service delivery. You will collaborate with various departments to solve the inquiries from customers. Through all the intensity of Customer Success, you will be the expert of our customers. You will understand our customers pains, and solve it as your day to day activities! Given the continuous nature of transactions in the payments industry, we must remain prepared at all times to assist our customers. As customers are our utmost priority, your role as the Customer Success is crucial.

Qualifications

Behaviors

• Responsive
• Enjoythepuzzleofsolvingopen-endedproblemsyouhaveagreatanalyticalmindset
• Willingtoberosteredonforweekendsandpublicholiday
• Performcandoattitudeinhandlingassignedprojectswhichinvolveresearch,analysis,alsodrivingthemtocompletionifrequired
• CommunicatewellinEnglishacrossteamswithinXenditdisciplineandself-drivenConfidenceEagertolearn
• You'regoalorientedandabletopursueobjectivesconsistent
• You'reabletoshowempathyandprovidecalm-responsestoourcustomerstowintheirconfidence

Experience

• Haveminimum1yearsexperienceinCustomer/MerchantOperationsmanagementorsimilardepartmentsinB2Bsectorsand/ORRelationshipManagementExperienceinBanks,FinancialInstitutions.Freshgraduateswhoareeagertolearnarealsowelcome.
• Bachelor's Graduate from reputable Universities majoring in : Engineering,Management,Finance / Accounting,Communications,Computerscience/IT
• Pluspointifyouareexperiencedinticketmanagementplatformi.e.Zendesk,Freshdesk,Zoho,orsimilartools

Responsibilities

Handlecustomerinquirybycommunicatingthroughvariouschannelstosolvetheirneeds

• CommunicatewithcustomersthroughEmail,Whatsapp,Slack,LiveChatandticketingplatforms.
• Providenecessaryinformationrequestedbycustomersincludingbutnotlimitedtotransaction,product,andonboardingrelatedquestions,anddoescalationtorelatedstakeholdersifnecessary.
• Analyzecustomertransactionstatuswithoperationaltools(Splunk,Redash,Postman).
• Showsempathytoensurecustomersatisfaction
• RaiseawarenessofexistingissuesorproblemstootherCSteams.
• Askrelevantquestionstothecustomertocapturemorecontextoftheinquiries.
• Identifydetailedtypesofinquiriesintheticketingplatformforinquirydatainsight,thatwillbeusedforproductandprocessimprovement.
• Provide support our customers duringDaylight time (operation working hour from (8am - 2pm, 2pm -8 pm GMT +7 / 9am - 3pm, 3pm - 9pm GMT +8)

Driveorcontributetochanges&implementation

• Generate idea of operational excellence project from experience in handling customer inquiry.
• Contributetooperationalexcellenceprojectsandcoordinatewithrelevantstakeholders.