Associate - Customer Success

About Us

As part of its international expansion strategy, Razorpay acquired Curlec, a Kuala Lumpur-based full-stack payments solution, to establish a strong presence in Southeast Asia. Curlec has since become an integral part of Razorpay’s vision to simplify financial operations for businesses across the region. Building on this momentum, Razorpay is now expanding into Singapore, marking its next strategic step in the Southeast Asia growth journey. 

NOTE: This role is based in Malaysia. Please apply if you are authorised to work without a sponsorship.

 

Roles and Responsibilities

As a Customer Success Executive at Curlec, you will play a pivotal role in ensuring the long-term success of our valued merchants using Curlec. Your daily responsibilities will encompass various aspects of customer satisfaction and engagement, including:

• Seamless Onboarding: You will take charge of the onboarding process for new merchants, collaborating with cross-functional teams to ensure that the merchant's onboarding experience is not only smooth but exceptional.
• Responsive Support: Promptly address merchant queries, providing effective solutions within defined Service Level Agreements (SLAs). Your responsiveness will contribute to a high level of merchant satisfaction.
• Internal Advocacy: Act as a dedicated advocate for our merchants within the company. You will gather, analyze, and deliver informed and quantified feedback to relevant teams to enhance the merchant experience.
• Tools and Collaboration: Utilize state-of-the-art Customer Success tools and work closely with the broader Success team to maintain a consistent and exceptional level of service for our merchants.
• Issue Management: Coordinate and manage critical issues by collaborating with our Operations and Engineering teams. Your ability to drive resolutions will be crucial in maintaining high merchant satisfaction.
• Process Refinement: Collaborate closely with the Head of Customer Success to continuously refine and improve operational processes, ensuring efficiency and a customer-centric approach.

 

Requirements and Qualification

• Bachelor's degree in any field. Preferably 1 - 2 years of experience in Customer Service/Success from banking/fintech/IT industry.
• Fresh Graduates are welcome to apply.
• Enjoys solving problems but prefers preventing them.
• Having a proven track record in understanding complex problems and providing suggestions and solutions to those problems.
• Enjoys building and developing relationships with clients and internal stakeholders.
• Having a strong business acumen will help in your solutioning with clients.
• An ability to stay organized and calm, even in fast paced high pressure situations.
• Self-driven to do your best in any environment and circumstances.
• Experience in prioritizing your time between multiple issues which vary in urgency.
• A strong belief that clients should be at the forefront of our efforts and a commitment to delivering great support and service.
• Strong communication skills are imperative in this role, your ability to convey information clearly and effectively will facilitate successful client interactions, internal collaboration, and process improvements.