PayNet is the leading national payment network company at the forefront of revolutionizing payments, driving innovation, and transforming the way financial transactions are conducted as we shape and advance the digital payment landscape in Malaysia. Our innovative technologies empower merchants to accept payments efficiently, and we are committed to delivering exceptional service and support to our Participants As a Customer Success Specialist specializing in Payment Solutions, you will be responsible for building and maintaining strong relationships with our clients to ensure their success and satisfaction with our payment products and services. You will serve as the Secondary point of contact for clients, understanding their unique needs and goals, and providing tailored solutions and support to help them achieve success. KEY AREAS OF RESPONSIBILITY
General Develop a deep understanding of our payment products and services and stay updated on industry trends and best practices. Onboard new clients and guide them through the setup process, ensuring a smooth transition to our payment solutions. Proactively engage with clients to understand their business objectives and challenges, and provide strategic guidance and support to help them maximize the value of our payment products. Serve as a trusted advisor to clients, offering insights and recommendations to optimize their payment processes and drive business growth. Monitor client performance and usage of our payment solutions, identifying opportunities for improvement and offering proactive solutions to address any issues or concerns. Collaborate cross-functionally with sales, product, and technical teams to advocate for client needs and ensure a seamless customer experience. Act as an escalation point for client inquiries and issues, resolving them in a timely and satisfactory manner to ensure client satisfaction and retention. Maintain accurate records of client interactions and activities in CRM systems, and provide regular reports and updates to management on client engagement and satisfaction metrics. Stakeholder Management Engage effectively with Participants and prospective Partners to encourage take-up of PayNet products and services Direct or manage projects (any sizes) related to the business through strategic formulation and execution. Communicate to Participants and prospective Partners on the latest development, business trends, transaction statistics and future product development roadmap Manage and negotiate with vendors to increase PayNet's bargaining power and lower cost Creating Awareness & Identifying Market Trends Collaborate with Marketing Team to build public awareness of product, devise pricing strategy, carry out Product research insights and market survey Provide inputs to Marketing Team's proposed collaboration / campaigns to drive stronger brand health and awareness Identify product trends, future product possibilities and new market opportunities to best peruse PayNet's product and services Building Relationships Along with respective Commercial RMs (Relationship Managers) Establish new and maintain existing business/institutional/alliance relationships; which would include BNM, Financial Institutions, Government Agencies, merchants and other related parties. Facilitate open discussions and reach a resolution on complex and ethical issues in a fair and timely manner Administration / Functional Controls Review departmental communications e.g. emails, memos, and project documentations e.g. user requirement specifications, technical baseline documents for external or senior management's perusal Establish, monitor and execute strategic plans to attain team goals, e.g. KPIs, development and learning Develop, amend and innovate on procedures and manuals for effective and efficient business processes Ensure all the information, asset, reports and day-to-day activities are based on the company's Guidelines on Information Handling and Security Classification Study proposals and participate in technology and solution presentations from vendors for knowledge and application into business Review of Department's correspondence and documents prior to approval by the Management To be aware of and uphold security responsibilities as stated in the company's Information Security Policy. To ensure all the information asset processing and day-to-day activities are based on the company's Guidelines on Information Handling and Security Classification General Understands and applies controls effectively to manage key risks and provides suggestions to improve the controls, wherever possible in ensuring the Confidentiality, Integrity and Availability of the Information. Promptly escalates risks and incidents to the Management in accordance to existing procedures Comply to relevant regulations guidelines and procedures. QUALIFICATIONS
Minimum Qualifications Bachelor's degree in business, marketing, finance, or a related field. Proven experience in a customer-facing role, preferably in the payment industry or a related field. Strong understanding of payment processing technologies and systems. ·Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients. ·Demonstrated problem-solving skills and the ability to think strategically to address client needs and challenges. ·Highly organized with strong attention to detail and the ability to manage multiple priorities effectively. ·Self-motivated and proactive with a customer-centric mindset and a passion for delivering exceptional service and support. Additional requirements Experience in areas relating to IT, Electronic Banking and Card Services. ·PC literate, well organized and have the drive to excel. Result oriented Experience in areas relating to IT, Electronic Banking or Card Services Strong leadership qualities, aggressive and result oriented Embark on an exciting career journey with Payments Network Malaysia Sdn Bhd (PayNet), the heartbeat of Malaysia's financial markets!
As the national payments network and a pivotal infrastructure for Malaysia's dynamic financial markets, PayNet is a linchpin in advancing the nation's digital economy.
Our comprehensive suite of retail payment solutions - encompassing DuitNow (QR and P2P), JomPAY (Bill Payments), FPX (Online), MyDebit (Domestic Debit), MEPS (ATM), and IBG (Interbank GIRO) - not only offer wide accessibility but are seamlessly integrated into the fabric of daily life in Malaysia. These services have revolutionised the way Malaysians handle financial transactions, marking a significant leap in consumer convenience and efficiency.
At PayNet, our focus is on providing a safe, efficient, and innovative payments system. We are dedicated to improving and managing payment services that meet the evolving needs of consumers and businesses. Our work ensures the stability and reliability of Malaysia's financial system, supporting the growth of the economy.
Learn more about our work and how we are contributing to Malaysia's financial future at
Join us in embracing digital payments and advancing Malaysia's financial landscape.
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