Multigate is a financial technology company focused on providing solutions that cut across payments acquisition, processing, and remittance as well as treasury and cash management for domestic and international corporates.
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The individual will be responsible for providing support to clients across all the various products and services offered by Multigate.
As a member of the team, you will be required to display a high level of autonomy and commitment to delivering high-quality work in order to achieve client happiness
Responsibilities
Obtain an in-depth understanding of all the solutions provided by Multigate
Provide support to Multigate’s clients by managing and resolving issues (technical and non-technical) they may encounter in the course of using our solutions.
Communicate product feature suggestions and updates based on interaction with the clients to the relevant product managers for planning, design and development.
Create processes to improve, automate and streamline customer inquiries and complaints
Identify and resolve all client related inquiries, requests or escalations in a timely and efficient manner
Manage onboarding process of new clients and drive product adoption for existing users
All other duties as assigned by your line manager
Requirements
Minimum of 4 and maximum of 6 years working experience
Prior experience in Customer Success, Support or Operations role
Experience building up and managing a Customer Success Team
Experience using a CRM (Hubspot) and ticketing system (Intercom)
Experience in managing a diverse client portfolio, with a track record of delivering outstanding customer service
Experience or understanding of the financial services industry is desirable
Ability to work under pressure with high volume and tight deadlines
Interpersonal skills and interaction with clients at all levels from end users and Technology Managers to Senior Executives is required
Excellent communicator with the ability to handle customer inquiries and complaints in a professional and courteous manner
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