Customer Success Manager

Malaysia

MYR Salary

 

Job description & requirements

Mission

As a dynamic operator, you’ll provide a world class client experience to CardUp’s users in Malaysia, to scale the company quickly. You’ll have excellent communication skills and know how to resolve customer queries, pre-empt client needs and provide thoughtful support to convert leads to users and drive continued engagement with existing customers. You’ll be the voice of the customer, responsible for working cross functionally with product to troubleshoot issues and challenge the status quo to continuously improve CardUp’s offering.


Key Responsibilities

Customer experience

  • Be in charge of day-to-day customer facing operations for CardUp Malaysia, including client onboarding and payment processing.
  • Manage customer servicing efforts via email, phone and online chat, delivering an exceptional customer experience.
  • Quickly resolve customer issues related to payment processing and customer experience, so that the customer is never adversely impacted.
  • Manage the CardUp FAQ Knowledge Base for Malaysia customers, to improve efficiency and customer satisfaction.
  • Work cross functionally with Sales, Operations, and Product Teams to question the status quo and continually improve customer experience, localising and streamlining operations, while staying compliant.

Inside sales

  • Support the account managers to acquire and retain users.  Articulate CardUp’s value proposition to the customer, setting up product demo’s to explain how to use the platform and quickly resolving any customer enquiries.
  • Develop an in-depth understanding of CardUp’s CRM system and always ensure 100% data integrity and usage of the system.
  • Have a deep understanding of CardUp’s risk and compliance guidelines and ensure these are always adhered to.

 

Past Experience

  • 3-5 years of operations experience, in a fintech or a regulated financial institution
  • Past experience in a customer servicing or sales role is required, as well as a passion for meeting the needs of the customer and generating maximum benefit from each customer interaction.
  • Proven track record of multi-tasking in a fast-paced environment and delivering an exceptional customer experience at the same time.
  • Team player - no politics!
  • Excellent communication skills and personal qualities of integrity, credibility and quality
  • Fluency in Bahasa Malaysia and English, with experience in an international and English-speaking environment. Additional local language proficiency preferred

 

Required Skills

  • Customer Service and Support
  • Excellent English proficiency (written and verbal)
  • Fluent in spoken Bahasa Malaysia
  • Fast learner, detail-oriented and pro-active mindset
  • Excellent communication skills and personal qualities of integrity, credibility and quality
  • Proficient with Microsoft Office
Apply for this job

Drop us an email at jobs@cardup.co with the following to apply:

  • Name and contact details
  • Resume
  • LinkedIn profile
  • Short description of yourself, and why you believe you will be a good fit for this position

Apply now