Overview:
The Partner Services Management Specialist role supports partner incident and problem management. The role ensures that any customer (merchant or consumer) related issues are addressed, and enhancements to the customer experience are raised and liaised with relevant stakeholders.
What you will do:
- Liaise with internal stakeholders such us Product, Tech, Relationship Managers, Operations, InfoSec etc to ensure any customer issues are resolved and ensure risks are mitigated and documented
- Ensure timely advisory to customers on service impacting issues
- Provide SME support to the business and customer facing roles on handling aftersales related issues
- Provide resolution to escalations and communicate it with merchants
- Identify gaps and work with other Consumer Services and Enablement and Support members to manage and improve customer affecting solutions
What we are looking for:
- At least 2 years of incident management/operations support experience with focus on handling merchants.
- Experience in banking and financial industry is preferred.
- Critical thinking, problem-solving, and leadership skills.
- Excellent communication skills. Comfortable to liaise with internal and external stakeholders.
- A keen eye for detail and desire to probe further into data.
