Merchant Services Lead

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia Ant International Full time 120,000 - 240,000 per year

Headquartered in Singapore, Ant International powers the future of global commerce with digital innovation for everyone and every business to thrive. In close collaboration with partners, we support merchants of all sizes worldwide to realize their growth aspirations through a comprehensive range of tech-driven digital payment and financial services solutions.

Key Responsibilities:

  • Demonstrate great product knowledge and an eagerness to provide relevant help as quickly as possible.
  • Communicate articulately and probe intelligently to gain insight into the customers' experience.
  • Provide excellent and speedy service, so that our customers happily continue to choose us and grow their businesses with WorldFirst day after day.
  • Communicate and work cross-functionally with expert Relationship Managers, Sales, and Partnerships teams to service and delight our customers.
  • Ensure airtight security alongside our Compliance and Onboarding teams.
  • Fulfil daily technical tasks that include calculating FX rates, spreads, and manually booking trades and providing ongoing training to ensure our teams are well-equipped.
  • Be our "customer voice" representative by updating records and highlighting any issues quickly for urgent resolutions.
  • Keep up with new WorldFirst product functionalities and are able to identify suitable customers. Offer clients the right new product to help customers succeed with WorldFirst.

Qualifications

  • Exceptional leadership and coaching skills to lead a team of Customer service/support representatives and Customer Success Managers, knows how to build a high-performing team and drive results whilst having fun together.
  • Keen client relationship/ account management/ customer service focus.
  • Attention to detail.
  • Proficient in English both spoken and written.
  • Service and business support experience in financial industry, banking industry, payment industry and other relevant industries preferred.
  • Possess industry insights and demonstrate the ability to identify the needs of both internal and external stakeholders. Open to diverse opinions and challenges, capable of finding mutual interests, proposing balanced solutions, and creating value for both customers and WorldFirst.
  • Extensive experience in project management, with good ability to design strategies, SOPs, and plans to drive 0-to-1 projects.
  • Strong logical thinking skills, with the capability to identify potential and existing risks proactively, and the ability to develop solution/result-oriented plans to manage risks effectively, ensuring successful project execution and outcomes.
  • Excellent communicator, verbal and written.
  • High collaboration & team-orientated ethic.
  • Strong numerical & analytical skills.
  • Fun seeker with a positive outlook on life.

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