Razorpay Software Private Limited is hiring a Customer Success Executive for its Malaysia-based subsidiary, Curlec. In this role, you will be the key point of contact, ensuring the long-term success of merchants using Curlec's payment solutions. You will handle everything from onboarding to ongoing support, acting as a dedicated merchant advocate within the company.
What You'll Do
- Take charge of the onboarding process for new merchants to ensure a smooth and exceptional experience.
- Promptly address merchant queries and provide effective solutions within defined Service Level Agreements (SLAs).
- Act as a dedicated advocate for merchants within the company, gathering and delivering quantified feedback to relevant teams.
- Utilize Customer Success tools and collaborate with the broader Success team to maintain exceptional service.
- Coordinate and manage critical issues by collaborating with Operations and Engineering teams to drive resolutions.
- Collaborate with the Head of Customer Success to continuously refine and improve operational processes.
What We're Looking For
- Bachelor's degree in any field.
- Ability to speak in Mandarin is a must.
- Enjoys solving problems but prefers preventing them.
- Proven track record in understanding complex problems and providing suggestions and solutions.
- Enjoys building and developing relationships with clients and internal stakeholders.
- Strong business acumen to help in solutioning with clients.
- Ability to stay organized and calm in fast-paced, high-pressure situations.
- Self-driven to do your best in any environment and circumstances.
- Experience in prioritizing time between multiple issues which vary in urgency.
- Strong belief that clients should be at the forefront of our efforts and a commitment to delivering great support and service.
- Strong communication skills to convey information clearly and effectively.
Nice to Have
- Preferably 1-2 years of experience in Customer Service/Success from banking, fintech, or IT industry.
Team & Environment
You will report directly to the Head of Customer Success. Our culture is defined by ownership, learning, and transparency. We hire for attitude, hustle, and hunger more than pedigree. Our guiding principles include Customer First, Autonomy & Ownership, Agility with Integrity, Transparency, and Challenging the status quo.
Work Mode
This is an on-site position located in Malaysia.
Razorpay believes in and follows an equal employment opportunity policy that doesn't discriminate on gender, religion, sexual orientation, colour, nationality, age, etc.
