Description
Primary Objective/Purpose of the Job
Customer Success Specialist is one of the important roles in the company Global Payments Limited (GP). The Customer Success Specialist should drive and increase merchant retention through rate reviews, cross sales and customer satisfaction by offering a smooth experience with our products and services. Be responsible for achieving the Customer Success targets and at the same time ensure prudent cost control and effectiveness to maintain expenditure levels in the budget targets for relevant portfolio.
Role and Duties
Serve as a point of contact for the customers
Build and maintain strong long-lasting merchant relationships
Address merchant queries and concerns in a prompt and professional manner including the resolution of complaints.
Monitor existing merchant turnover and proactively offer products and guidance to improve retention
Be a change catalyst between the merchant and the business by providing feedback on ways to improve products and services.
Provide rate offers based on internal GP pricing policy rules
Analysis of credit risk and other operating risks connected to business opportunity
Strong drive, ability to achieve targets
Develop own expertise and achieve maximum performance and contribution to own and team business results
Understanding of local business and knowledge of the market
Good relationship with biggest, most important and high potential clients from own portfolio
Regular reporting (daily, weekly, monthly) to management of company
Utilise knowledge and learning to assess customer needs, in order to enhance our customers’ experience and maximise contribution opportunities
Ensure compliance with all internal policies and procedures, card association rules to avoid fines, regulatory requirements in accordance with applicable Maltese laws, and the company's responsibilities regarding KYC/AML/TF regulations.
Responsible for ensuring the accuracy of our response to leads and requests from various channels
Help to build image of professional company with professional services (Service.Driven.Commerce)
Executing on other assigned ad-hoc duties in case of company operation’s and business needs (rare short term individual assignments)
Knowledge, Skills & Abilities
Team player with focus on individual delivery
Excellent sales and negotiation skills at both internal and external level
Solid time management skills and planning abilities
High level verbal and written communication and presentation (Maltese and English)
Client oriented with excellent client service. Ability to interact with various customers at professional level
Builds positive relationships - Develops and fosters constructive working relationships with others inside and outside the Company
High level of business acumen and commercial awareness, together with an in-depth knowledge of card payment industry: players, services, technology, economics, regulation, trends, etc.
Operates as business owner - Understands the business, customer needs and financial implications and makes prudent decisions
Displays global perspective - Demonstrates awareness of being part of a global economy in thought and action
Self-motivated with a strong drive for results
Proficient in MS Word and Excel
Experience
1+ years of experience in a similar position would be considered an asset
Benefits
Private Health Insurance
Employee life insurance
Additional leave days to the minimum stipulated by the legislation
Monthly Lunches in the office
