What does a successful Personal Concierge do?
As a Personal Concierge at Fiserv, you will foster strong customer relationships and enhance their experience with our merchant services, specifically our Clover solutions. You will be integral in ensuring customers receive exceptional service, from onboarding to managing ongoing needs, driving the adoption of our products, and contributing to the overall growth and retention of our client base. A successful Personal Concierge thrives in a supportive and dynamic environment, demonstrating dedication and enthusiasm for helping clients succeed.
What you will do:
- Welcome new customers through outbound calls and emails, guiding them through the setup of hardware and software and registering for self-service portals.
- Maintain regular contact with customers via calls and emails to strengthen relationships and identify opportunities to upsell solutions based on their business needs.
- Handle incoming calls, emails, and web chats efficiently, ensuring timely resolution of queries or issues within 4 hours, even during peak times that may include early or late starts and weekend working.
- Proactively address negative experiences using attrition behavior data to retain customers and manage any closure requests innovatively.
- Collect on unpaid bills through outbound calls, emails, and other methods, and handle inbound debt discussions and repayments.
- Collaborate closely with teams including sales, product management, risk, and compliance to provide seamless support and address service-related challenges effectively.
What you will need to have:
- Excellent communication skills, both verbal and written.
- Customer-centric approach with a strong understanding of the merchant services landscape, particularly Clover solutions.
- Ability to manage multiple tasks and prioritize customer needs effectively.
- Proficiency in using CRM software and self-service portals.
- Problem-solving skills and flexibility to handle varied working hours as required.
What would be great to have:
- Background in customer service or account management in the fintech or payments industry.
- Experience in using data and analytics to drive customer retention and satisfaction.
- Understanding of sales processes and ability to identify upsell opportunities.
- Strong collaborative skills to work with cross-functional teams.
- Knowledge of risk and compliance related to merchant services.
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