Customer Success Officer

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.  Join our dynamic team and make your mark on the payments technology landscape of tomorrow. 

Primary Objective/Purpose of the Job

Customer Success Specialist is one of the important roles in the company Global Payments Limited (GP). The Customer Success Specialist should drive and increase merchant retention through rate reviews, cross sales and customer satisfaction by offering a smooth experience with our products and services. Be responsible for achieving the Customer Success targets and at the same time ensure prudent cost control and effectiveness to maintain expenditure levels in the budget targets for relevant portfolio.

Role and Duties

• Serve as a point of contact for the customers

• Build and maintain strong long-lasting merchant relationships

• Address merchant queries and concerns in a prompt and professional manner including the resolution of complaints.

• Monitor existing merchant turnover and proactively offer products and guidance to improve retention

• Be a change catalyst between the merchant and the business by providing feedback on ways to improve products and services.

• Provide rate offers based on internal GP pricing policy rules 

• Analysis of credit risk and other operating risks connected to business opportunity

• Strong drive, ability to achieve targets

• Develop own expertise and achieve maximum performance and contribution to own and team business results

• Understanding of local business and knowledge of the market

• Good relationship with biggest, most important and high potential clients from own portfolio

• Regular reporting (daily, weekly, monthly) to management of company

• Utilise knowledge and learning to assess customer needs, in order to enhance our customers’ experience and maximise contribution opportunities

• Ensure compliance with all internal policies and procedures, card association rules to avoid fines, regulatory requirements in accordance with applicable Maltese laws, and the company's responsibilities regarding KYC/AML/TF regulations.

• Responsible for ensuring the accuracy of our response to leads and requests from various channels

• Help to build image of professional company with professional services (Service.Driven.Commerce)

• Executing on other assigned ad-hoc duties in case of company operation’s and business needs (rare short term individual assignments)

Knowledge, Skills & Abilities

• Team player with focus on individual delivery

• Excellent sales and negotiation skills at both internal and external level

• Solid time management skills and planning abilities

• High level verbal and written communication and presentation (Maltese and English)

• Client oriented with excellent client service. Ability to interact with various customers at professional level

• Builds positive relationships - Develops and fosters constructive working relationships with others inside and outside the Company

• High level of business acumen and commercial awareness, together with an in-depth knowledge of card payment industry: players, services, technology, economics, regulation, trends, etc.

• Operates as business owner - Understands the business, customer needs and financial implications and makes prudent decisions

• Displays global perspective - Demonstrates awareness of being part of a global economy in thought and action

• Self-motivated with a strong drive for results

• Proficient in MS Word and Excel

Experience

• 1+ years of experience in a similar position would be considered an asset

Benefits

• Private Health Insurance

• Employee life insurance

• Additional leave days to the minimum stipulated by the legislation

• Monthly Lunches in the office

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [email protected].