Payment Experience Specialist

3 days ago


Taguig, National Capital Region, Philippines PayMongo Full time

PAYMONGO IS A FINANCIAL TECHNOLOGY COMPANY EMPOWERING BUSINESSES TO SCALE AND THRIVE WITH POWERFUL FINANCIAL TOOLS. AS A CUSTOMER SUCCESS ASSOCIATE, YOU WILL PLAY A VITAL ROLE IN HELPING OUR MERCHANTS GROW THEIR BUSINESSES BY PROVIDING EXCEPTIONAL CUSTOMER SUPPORT.

YOU WILL WORK CLOSELY WITH A WIDE RANGE OF INNOVATIVE BUSINESSES, EACH WITH UNIQUE CHALLENGES. YOUR GOAL WILL BE TO ACT AS A TRUSTED BUSINESS ADVISOR, HELPING THEM EFFECTIVELY LEVERAGE OUR PRODUCTS TO DRIVE OVERALL BUSINESS GROWTH.

THIS ROLE SITS AT THE NEXUS OF OUR SALES, PRODUCT, MARKETING AND GROWTH TEAMS, HELPING TO DRIVE COMPANY GROWTH AND TRANSFORM THE WAY PAYMENTS ARE PROCESSED IN THE PHILIPPINES. AS A CUSTOMER SUCCESS ASSOCIATE, YOU WILL SERVE AS THE BRIDGE BETWEEN OUR CUSTOMERS' NEEDS AND OUR PRODUCTS.


YOUR KEY RESPONSIBILITIES:
  • HELP OUR MERCHANTS GROW THEIR BUSINESSES BY PROVIDING TIMELY AND EFFECTIVE SUPPORT THROUGH VARIOUS COMMUNICATION CHANNELS
  • BECOME A PAYMONGO PRODUCT EXPERT, DRIVING PRODUCT EDUCATION AND LEADING MERCHANTS TO VALUE
  • COORDINATE WITH MULTIPLE MERCHANTS AT DIFFERENT POINTS ON THE CUSTOMER LIFECYCLE, ENSURING SEAMLESS SUPPORT AND EXCEPTIONAL EXPERIENCES
  • ACTION AS THE VOICE OF THE MERCHANT INTERNALLY, ENGAGING IN PRODUCT DISCUSSIONS AND TRANSLATING CUSTOMER USAGE AND USER FEEDBACK INTO ACTIONABLE INSIGHTS AND FEATURE IDEAS
  • ASSIST IN QUALITATIVE ANALYSIS WITH OUR PARTNER OUTSOURCE AGENCY
  • IMPLEMENT CUSTOMER EXPERIENCE RESEARCH INITIATIVES, SUCH AS NET PROMOTER SCORE, CHURN ANALYSIS, AND JOURNEY MAPPING
  • GAIN UNIQUE INSIGHTS INTO HOW THOUSANDS OF BUSINESSES ON PAYMONGO OPERATE
  • CONTRIBUTE TO MAKING A REAL IMPACT ON OUR CUSTOMERS' SUCCESS


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