Customer Success Associate

1 day ago


Hong Kong, Central and Western District, Hong Kong SAR China Evonet Full time

Evonet is an online payment platform serving digital native sellers. Backed by CardInfoLink, TIS INTEC Group, BC Card and Sequoia, we enable digital commerce by partnering with card payment networks and digital wallets globally to simplify payments for our customers.

You will embark on a career with Evonet at a critical stage of our growth and be part of the driving force advancing payment solutions in the digital economy. We are committed to fostering a fun and open workplace that encourages creativity, collaboration, and a strong sense of community among our team members.

Job Description:

The Customer Success Associate is a vital role that ensures a smooth and efficient onboarding experience for new merchants while providing ongoing support to our existing customer portfolio. This position calls for a detail-oriented individual with excellent communication and problem-solving abilities. The ideal candidate will be passionate about delivering outstanding customer service and cultivating strong relationships with our merchants.

Key Responsibilities:

  • Guide new merchants through the onboarding process, providing clear and concise instructions and support.
  • Collect and verify all necessary documentation for merchant applications, ensuring compliance with regulatory requirements and internal policies.
  • Set up merchant accounts on our payment processing platform, accurately configuring settings and features based on their business needs.
  • Assist Risk and Compliance team with the risk assessments and due diligence process on new merchant applications.
  • Collaborate with internal teams (sales, underwriting, risk) to resolve issues during onboarding.
  • Ensure timely and accurate completion of the onboarding process to minimize delays and maximize merchant satisfaction.
  • Serve as the primary point of contact for merchant inquiries and support requests via phone, email, and chat.
  • Troubleshoot and resolve merchant issues related to payment processing, hardware, software, and reporting.
  • Provide training and education to merchants on using our payment processing platform and related tools.
  • Escalate complex issues to appropriate internal teams for further investigation and resolution.

Process Improvement:

  • Identify opportunities to improve the merchant onboarding and support processes to enhance efficiency and customer satisfaction.
  • Document and maintain clear and concise procedures for onboarding and support activities.
  • Contribute to the development of training materials and resources for merchants.
  • Participate in team meetings and share knowledge and best practices with colleagues.

Requirements:

Experience:

  • Bachelor's degree with 1-3 years of experience in customer service or a related field, preferably in the payments industry.
  • Experience with merchant onboarding processes and payment processing platforms is a plus.

Skills:

  • Excellent communication, interpersonal, and problem-solving skills.
  • Strong attention to detail and accuracy.
  • Ability to work independently and as part of a team.
  • Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
  • Technical aptitude and the ability to learn new concepts quickly.
  • Proficient in Cantonese, Putonghua and English.
Seniority level

Entry level

Employment type

Full-time

Job function

Management and Manufacturing

Industries

Software Development

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