Customer Relationship Management

**Looking to hire 2 CSM analysts
- 1 senior (with 5+ yrs of related customer success experience) and 1 at analyst level (1 to 3 yrs)**:

- **Previous client facing experience essential providing Enterprise software to customer**:

- **CSM exp gained in banking or tech MNCs are required**

Our client is a global payment platform connecting banks. It is formed by 3 renowned brand names in the FI industry. The firm has developed an open industry platform to reimagine and accelerate value movements for payments, trade and foreign exchange settlement in a new digital era.

Designed as a global shared ledger, the firm aims to disrupt the traditional cross-border payment by leveraging on blockchain technology to reduce current frictions and latency, minimizing post transaction exception handling and reconciliation activities.

Key distinguishing features are around privacy solution, complete decentralized hosting and consensus efficiency - providing a commercial scalability which enables it to be a platform of choice for hosting multiple CBDCs and commercial bank digital currencies.

To encourage broad participation across the banking industry, the firm will be actively engaging leading banks to join the platform to establish the scale required to benefit the industry.

The co is now looking for 2 customer service management (CSM) professionals as follows:
**1) CRM Analyst (1 to 3 yrs of customer success/support experience)**

**Responsibilities**:

- Respond to service calls within Asian time zones but due to expand globally
- Liaise with customers to ensure service ticket is raised for tracking.
- Assume full ownership and responsibility of all allocated support tickets ensuring they are dealt with promptly and professionally and satisfactorily concluded
- Ensure strict adherence to SLA when dealing with customer tickets/calls
- Work closely with the relevant stakeholders to ensure that the highest quality of technical support and consultancy is delivered to the customer at all times
- Arrange, set up and execute video and audio conference calls for customers for troubleshooting or incident management
- Guide and walkthrough with customer to understand our internal processes.
- Maintain confidentiality with regards to the information being processed, stored or accessed.
- Other ad hoc duties as required

**Experience**
- **Minimum 1 - 3 years relevant experience in Customer Success, Customer Support**:

- **Previous client facing experience essential providing Enterprise software to customer**:

- **Domain Knowledge on Payments specifically on wholesale Cross Border Payments**:

- Appropriate level of competence utilising CRM tools
- Dynamic CRM - configuration / deployment experience
- Understanding on Customer Delivery Lifecycle for Enterprise Software delivery and management

**Preferable Individual qualities**
- Motivated and process maturity to handle sensitive information with integrity and confidentiality
- Solution-driven: practical, resourceful and strong results orientation
- Hands-on, willing and able to assist with ad-hoc requests from other teams
- Team player and works well in a team that values open communication
- Excellent communication skills (written and verbal)
- Organised and able to work on fast turnaround time
- Flexible and adaptable with good people skills.

**2) CRM SENIOR ANALYST (require 5+ years of customer service/ support exp)**

**Responsibilities**:

- Respond to service calls within Asian time zones but due to expand globally
- Liaise with customers to ensure service ticket is raised for tracking.
- Assume full ownership and responsibility of all allocated support tickets ensuring they are dealt with promptly and professionally and satisfactorily concluded
- Ensure strict adherence to SLA when dealing with customer tickets/calls
- Work closely with the relevant stakeholders to ensure that the highest quality of technical support and consultancy is delivered to the customer at all times
- Arranged, set up and execute video and audio conference calls for customers for troubleshooting or incident management
- Guide and walkthrough with customer to understand our internal processes.
- Maintain confidentiality with regards to the information being processed, stored or accessed.
- Set up and manage the end-to-end support function (including complaint management)
- Develop and manage Contact Centre’s governance framework and implementation to ensure process standard, continuity of business and readiness in audit.
- Organise, manage, and facilitate strong engagement with the Hubs and Contact Centre leaders through benchmarking, best practice sharing and performance reviews for improved productivity and service quality delivery within budget, while minimizing operational risks.
- Other ad hoc duties as required

**Key Professional Requirements**

**What We’re Looking For**
- **Minimum 5 years+ relevant experience in Customer Success, Customer Support**:

- **Previous client facing ex