Client Service and Support at Multigate Payments Limited

• The Client Support Role entails the provision of support to internal and external clients across all the solutions provided by Multigate, relating to both technical and non-technical issues.
• It involves liaising with other internal teams to ensure external client issues are fully resolved in a timely manner.

Duties/Responsibilities

• Have an in-depth understanding of all the solutions provided by Multigate
• Provide support to Multigate's clients by managing and resolving issues (technical and non-technical) they may encounter in the course of using our solutions
• Liaise with all concerned parties in the service delivery chain to ensure all clients' needs and raised issues are adequately resolved
• Communicate product feature suggestions and updates based on interaction with the clients to the relevant product managers for planning, design and development
• Ensure proficiency and effectiveness in the day to day operations of all Multigate's solutions
• Ensure proper onboarding and administration of new clients on Multigate's solutions
• Assist with special projects as assigned by your line manager
• Be flexible to take up new additional responsibilities as directed by the line manager or divisional head

Requirements

• Customer service skills: Customer-centric mindset with a passion for helping others
• Effective communication skills, both verbal and written
• High level of empathy, patience, and professionalism
• Strong problem solving and analytical skills
• Attention to detail and accuracy
• Ability to work independently and as part of a team in a fast-paced environment
• Proficiency in using CRM software and support tools (e.g., intercom, Zendesk)
• Ability to manage multiple tasks and prioritize effectively
• Project management skills

Education And Experience

• Bachelor's degree in Business, Finance, Information Technology, or a related field
• Minimum of 3 and maximum of 6 years working experience
• Proven experience in customer support, preferably in the fintech or financial services industry
• Familiarity with fintech products, treasury, crossborder payment, cash management and correspondent banking is an advantage

Benefits

• Career development/Opportunities
• Office perks
• Working with amazing talents
• Role Autonomy