ABOUT XOALA:
Xoala is a leading provider of payment solutions, committed to empowering businesses with innovative, secure, and efficient financial services. As we continue to expand, we’re seeking a talented individuals to drive our growth, develop strategic relationships, and build a high-performing partnerships.
WE ARE LOOKING FOR
Xoala is looking for a client-centric and dynamic Client Services Executive to join our growing team. This role is crucial in providing exceptional service to our merchants, ensuring smooth operations for their payment processing and acquiring needs. The ideal candidate will have expertise in merchant acquiring, payment solutions, and client relationship management in a fast-paced and evolving industry.
In more detail, the Client Services Executive will be responsible to:
- Act as the primary point of contact for merchants, addressing their queries and providing comprehensive support for payment processing and acquiring services.
- Build and maintain strong, long-term relationships with merchants across various industries.
- Support clients with onboarding and manage the internal process, including account setup, integration of payment gateways, and compliance requirements.
- Monitor merchant accounts to ensure smooth transaction flows and proactively address any potential service issues.
- Provide training and guidance on payment acceptance solutions, chargeback management, and fraud prevention.
- Collaborate with internal teams, including operations, compliance, and technical support, to deliver a seamless client experience.
- Identify opportunities to upsell or cross-sell additional services, such as value-added payment solutions, advanced analytics tools, or international acquiring options.
- Stay informed about trends in payments, merchant acquiring, and regulatory changes to provide expert advice to merchants.
- Proactively gather feedback from clients to identify areas for improvement in services, platforms, and support mechanisms.
- Manage and resolve escalated merchant concerns or disputes in a timely and professional manner, escalating complex issues to senior management when necessary.
WE ARE LOOKING FOR PEOPLE WHO HAVE
- 3+ years of experience in client services, account management, or a similar role within the payments or merchant acquiring industry.
- Strong understanding of merchant acquiring, payment processing, and associated technologies, including POS systems, payment gateways, and APIs.
- Familiarity with card schemes (Visa, Mastercard, etc.), chargeback processes, and fraud prevention tools.
- Proven track record of managing and growing client relationships in a high-volume, fast-paced environment.
- Excellent communication and interpersonal skills, with the ability to explain complex payment solutions to clients with varying levels of technical expertise.
- Problem-solving mindset, capable of handling client concerns and disputes efficiently.
- Proficiency in using CRM systems, ticketing platforms, and payment processing tools. Fluency in multiple languages is an advantage, reflecting the global nature of brokerage clientele.
- Advanced MS Excel skills are a mandatory requirement.
Success in this role comes to those who have the industry knowledge and understanding, can work autonomously, take initiative, and actively seek opportunities to contribute and make a positive impact.
WE WILL OFFER
The successful candidate will be offered:
- Dynamic career growth in a dynamic and fast-growing global company.
- Competitive Remuneration Package, including performance based financial rewards, in the form of Performance Bonuses and Employee Stock Options,
- Improved Work-Life Balance, in the form of flexibility in working hours and a hybrid working system,
- Enhanced Health and Wellness Programs that include medical Insurance coverage and wellbeing allowance.
- Ongoing Development opportunities,
- Loyalty Benefits Program,
- Birthday Celebrations, including paid time off and a Birthday gift,
- Team Bonding Opportunities,
- Collaborative and innovative work environment.
Whether you are starting your career or looking to advance it, we offer numerous opportunities to gain hands-on experience, participate in exciting projects, and achieve excellence at every stage.
ARE YOU INTERESTED IN JOINING US?
We are very excited to meet you and discuss how you can contribute to the success of the Company!
We commit to handle all your information with strict confidentiality.
