Customer Success Representative
Payfirma Corporation
Vancouver, BC, Canada
6d ago

The Role

The Customer Success Representative will act as an advocate for our clients and their day-to-day needs. You are a professional who understands the importance of building and nurturing relationships with our customers from the beginning as well as with our sales partners.

You will manage a diverse portfolio and understand the unique needs of each account and / or partner. You enjoy a fast-paced exciting environment with a commitment to achieving results.

The individual best suited to this role will be proactive, creative and outgoing, pushing the boundaries, and help make the company's products and service the best in the industry.

Primary Responsibilities

  • Ensure a consistent and efficient client on-boarding of customers with successful transition to ongoing account support
  • Serve as a customer facing resource for all account activation and inquiries
  • Provide ongoing platform updates / changes to our clients through collaboration with multiple internal partners such as fulfillment teams and Account Managers and Payment Advisors
  • Keep abreast of business and workflow changes and instill a sense of urgency in partners to ensure that clients are receiving the level of responsiveness and service required
  • Identify client process efficiency measures, provide analysis and partner with other business areas to find solutions that make it easy for our clients to do business with
  • Develop and execute initiatives to reduce support inquiries
  • Provide exemplary support for all products and services through phone, chat or email channels
  • Participate in the investigation and resolution of customer concerns and engaging all parties required
  • Document all incoming cases and interactions and clients to provide the customer service team
  • Skills and Experience

  • Exceptional communication skills, both written and verbal
  • Previous experience in a billing, finance or accounting field
  • A proven track record of delivering outstanding customer service
  • Flexibility to adapt to a constantly changing environment
  • Exceptionally strong work ethic and ability to be flexible on working hours
  • Positive, energetic and outgoing personality
  • Payments processing experience, in the payment card industry an asset
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