Role Overview:

Oversees daily service alignment and business support for top-tier, mid-tier, and high-potential clients within the WorldFirst overseas tiered service management system, ensuring merchants receive prompt, high-quality, proactive, and specialized payment solution services and support.
Familiarity with WorldFirst product features to provide accurate guidance, preemptively alerting and advising merchants, thereby minimizing friction in their use of WorldFirst accounts.
Rapid response to address issues encountered by top-tier, mid-tier, and high-potential clients during their use of WorldFirst services, proactively identifying service and product needs, recognizing pain points in their experience, and investigating root causes. Coordinates internal resources to create value for merchants.
Gets to know the specific needs of assigned client, figures out what services they require, and while answering their questions, suggests advanced solutions. Guides merchants towards product features that fit their business, encourages them to try out new product capabilities, and actively contributes to the growth and success of their businesses.
Regularly checks how sellers use our products, helping them make the most of it. Uses info from their activity and feedback to boost their trust and loyalty to WorldFirst. This leads to them growing more within our system, making their businesses flourish even more.
Gains insight into merchants business development directions and long-term plans, aligning these with WorldFirst's product characteristics and service systems to devise and implement customized service solutions for key clients.
Possess a sharp Business Development (BD) mindset and hands-on experience: Adept at identifying potential business opportunities and multi-scenario needs of key accounts through daily service touch points. Proactively drive merchants to trial new products and adopt new features through BD approaches such as active promotion and commercial negotiation, maximizing the value of existing clients and driving incremental business growth.

Job Requirements:

Minimum Bachelor's degree or higher
Minimum 3 years of experience in merchant operations within payments, banking, e-commerce, B2B or the tech sector. Experience in China client management preferred. Hands-on tracking in Business Development (BD) or Up-sell/Cross-sell initiatives is highly advantageous.
Strong interpersonal and communication skills, able to communicate with merchants patiently, passionately, proactively and professionally to address their issues
Excellent logical thinking, organizational management, analytical skills, and a quick learner, capable of identifying and solving problems swiftly
Customer-centric mindset with strong collaboration skills, a sense of responsibility, and high execution capability
Ability to establish and improve after-sales systems and processes, actively uncover merchant needs, spot efficiency improvement opportunities internally and externally, and drive implementation with strong execution skills
Proficient in using office tools like Excel and Word; experience with Salesforce is a plus
Fluent in English (proficient in speaking, listening, reading, and writing). Added advantage for Fluency in Mandarin

Customer Success Specialist (WorldFirst)