Description:
We are seeking an experienced Executive Client Services & Operations professional to join our team. This role will be pivotal in enhancing our client relationships while overseeing key operational functions, particularly in merchant acquisition. The ideal candidate will have a strong background in services, excellent communication skills and a strategic mindset to streamline operations and drive business growth. This is a field job and requires servicing at various clients of PaySa spread across Lahore.
Key Responsibilities:
Client Services (FIELD WORK)
- Responsible for paper roll replenishment
- Assigned for POS deployment and removals
- Responsible for POS software updates
- Manage other technical issues related to POS
- Build and maintain strong relationships with key clients, ensuring their needs are met
- Serve as the primary point of contact for client inquiries, concerns and feedback, facilitating timely resolutions.
- Conduct regular client reviews to assess performance, gather insights and identify opportunities for improvement
- Collaborate with cross-functional teams to ensure alignment on client expectations and deliverables
Operations
- Manage and control all paperwork related to merchant records
- Actively coordinate with external stakeholders to ensure timely merchant account opening
- Handle all issues related to settlement, charge back claims, double charge etc.
- Act as an integral point of contact for service level queries for the sales team
- Oversee the end-to-end process of merchant acquisition, including sourcing, onboarding, and relationship management
- Create and maintain documentation of operational processes and merchant records
- Accomplish any other tasks assigned by the manager/supervisor
Qualifications
- 14 – 16 years of education in Commerce, Business Administration or any related field
- 2-3 years of experience in client services, operations, or a related field, preferably in the financial services or e-commerce industry
- Proven experience in merchant acquisition
- Strong analytical skills with the ability to interpret data and make informed decisions
- Exceptional communication and interpersonal skills, with a client-centric mindset
- Ability to work collaboratively in a fast-paced environment and manage multiple priorities