Aktuelle Jobs im Zusammenhang mit Merchant Relationship Manager - Munich, Bayern - WorldFirst
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Account Manager
vor 3 Wochen
Munich, Bayern, Deutschland WorldFirst VollzeitRole OverviewThe Key Account Sales position is a critical component of the sales team at WorldFirst, responsible for acquiring new merchants and nurturing existing relationships with our largest and most strategically important clients. By leveraging our expertise in international payments, you will serve businesses with an overseas customer base and/or...
Merchant Relationship Manager
vor 2 Monaten
The Key Account Manager position is a critical component of our merchant service team, serving a portfolio of large and strategically important merchants and partners in each market. This role provides account management support in two capacities: as the primary contact for an assigned portfolio of large merchants and partners, and as a key member of a cross-functional account team that includes Business Development, Marketing, Technical Support, Risk Management, AML, Legal, Customer Funds, and Finance. The team's focus is to retain, manage, and grow key account relationships.
Key Responsibilities:- Maintain a specific number of accounts as required, deliver quality merchant support service to the account portfolio, meet specific customer satisfaction requirements while continuously driving the healthiness of the account portfolio.
- Be available to answer all email, phone, and voice mail inquiries from your account base, and provide one-stop solutions to address their needs, including difficult contacts and complaints.
- Provide accurate solutions and proper education to merchants regarding products, processes, and compliance requirements.
- Work closely with related teams or counterparts to resolve merchants' issues and follow up with responsible parties until they are resolved.
- Make outbound contacts to merchants whenever there are outstanding issues in the account, and give merchants proper guidance to improve the process and conduct authenticity investigations based on regulation requirements.
- Provide feedback to related teams on customers' voices and proactively work on solutions.
- Summarize trends based on merchants' voices, identify valuable feedback, and urgent issues to escalate to higher leadership teams.
- Keep monthly contact with merchants and maintain business relationships; complete daily phone outreach.
- Regularly update customer relationship management databases.
- Conduct insights studies and analysis for each market to address challenges and opportunities.
- Experience in an Internet company, financial institution, or transaction processor is preferred.
- Experience in customer relationship management or outbound service is a must.
- Customer communication experience (face-to-face, email, and phone)
- Ability to communicate effectively via telephone, email, and face-to-face by utilizing active listening and clearly speaking to the customer.
- Ability to make discretionary decisions based on research independently. Performs a variety of tasks. A certain degree of creativity and latitude required.
- Ability to handle tough contacts and complaints.
- Ability to deliver right suggestions to merchants to detect risky trends of managed accounts and take proactive action to avoid risk.
- Ability to complete multi-tasks; good skills in time management, task management, and problem-solving.
- Well-developed sense of urgency and follow-through; good judgment of importance, priority, and emergency; good analytical skills.
- Ability to trouble-shoot, with a certain degree of flexibility and maturity.
- Ability to develop and maintain professional working relationships with co-workers and peers.
- Good industry knowledge; ability to learn and adapt to new product knowledge, including the area of risk, protection, and best practice.
- Good business writing and presenting skills.
- A degree of flexibility is necessary on travel and shifts.
- Fluent English & Chinese, global working experience is preferred.
