Chargeback Gurus jobs - Customer Success-Onboarding Specialist

This position requires you to work from 7 PM to 4 AM IST.

Job Duties 

• Liaise with Sales and Operations team to identify new client’s business, services signed, credentials required to onboard into our business and other operational requirements. 
• Accountable to onboard key account clients successfully by initiating client meetings. Should present the meeting in a professional way, define project details and specs detailing functional project requirements. Maintain business protocols. 
• Set positive tone that fosters a supportive department culture, unparalleled value and outstanding client service. Anticipate and respond to client needs (collaborate with Sales team and Operations). Maintain clear, frequent communication with customers in unison with business objectives. 
• Manage assigned key accounts by customizing and maintaining client’s document library. Document client emails, queries and coordination facts in CRM tool. 
• Ensure Client relationship and retention are focused to enable Client success for the business 
• Diligently respond to clients’ queries and resolve issues passionately by responding within turnaround time. Respond in a timely manner to all e-mail and phone correspondence. 
• Establish productive, professional relationships with key personnel in assigned client accounts. Obtain descriptor details of the client and other follow queries that internal team requires. 
• Identify and neutralize potential problems before they arise. Follow up thoughtfully to all correspondences required for the Operations team. 
• Recommend strategies and bottlenecks to operations team that will improve and strengthen workflow process. 
• Keep abreast of payment industry updates, client’s business, system enhancements in order to have the ability to educate and update clients on procedural, technological, compliance and regulatory changes affecting their operations, workflow and service. 
• Maintain up-to-date awareness of company activities, industry trends, and relevant government regulations. 
• Meet assigned metrics and Key Performance Indicators aligning to business goals. 

Candidate’s Profile

• Should have strong presentations skills to both clients and executive leadership to earn their credibility. 
• Should have business acumen to understand new client requirements. 
• Should have attention to details and drive to manage multiple queries and email follow ups simultaneously. 
• Self-Driven, motivated and stay focused and achieve goals. 
• Ability to operate with a high degree of autonomy and independence. 
• Should be able to communicate professionally and at multiple levels within the client’s organization; anticipate client needs and correspond proactively. 
• Excellent interpersonal skills to communicate across all channels. 
• Good command in English to communicate with US customers both written and verbal. 
• Should demonstrate positive, can-do outlook to resolve issues proactively. 
• Should be able to establish good rapport with internal and external clients. 

Desired Applicants 

• Graduate or postgraduate with minimum 7-10 years of experience. 
• Work experience should have involved day to day US / UK Client interaction / collaboration. 
• Flexible to work between 8 PM to 5AM IST shift. 
• Work experience in an MNC company would be a plus. 
• Immediate joiners are preferred. 
• Chargeback process experience / Work experience related to US banking industry would be an added advantage.

Please Reply with:

• Cover letter stating why we need to consider you for this position.
• How many years of experience do you in technical support?
• How many years of experience in client success and client relationship?
• Have you worked with US or UK clients?
• Have you taken any course or certification pertaining to client success or relationship?
• Send us a PDF version of your resume
• Your availability to join us