Client Operations Representative

Who you are

• Previous experience in a customer-facing role, ideally in payments, financial services, fintech or a similar environment
• Strong communication skills, particularly over the phone, with confidence engaging both prospective and existing customers
• A customer-oriented mindset with a proactive approach to onboarding, activation, relationship management and problem-solving
• Commercial awareness and the ability to identify customer needs, recognise prospect opportunities and support business growth
• Comfort working with CRM systems and other digital tools
• Ability to collaborate effectively with other Commercial units, Customer Support, Risk, Compliance and other internal teams
• A hands-on, solution-oriented mindset with a strong sense of ownership and strong organisational skills
• Fluency in German (C1/C2) and good English communication skills

What the job involves

• As part of the Operations Team, you will play a key role in supporting merchant acquisition and business growth by identifying and qualifying new merchant opportunities, engaging prospective and existing merchants, and driving successful onboarding, activation and long-term customer growth
• Conduct market and account research to identify, qualify and prioritise high-potential merchant prospects based on defined targeting criteria and commercial priorities, leveraging approved lead-generation and research tools
• Initiate prospect outreach, arrange qualified introductory meetings, and coordinate lead handovers and follow-ups with the relevant Commercial teams
• Manage and follow up on merchant requests through the Business Admin Request App, coordinating cases across Account Operations, Tech & E-commerce, KYC and Order Management to ensure timely resolution
• Handle a wide range of operational, technical and order-related requests, including account maintenance, POS and transaction issues, payment-method activations, integration errors, antifraud reviews, cancellations, returns, and card/POS orders
• Maintain accurate and up-to-date prospect and merchant records in CRM and internal systems, ensuring data quality and consistency
• Review registration leads and process lead-assignment requests in accordance with management-defined criteria, ensuring appropriate allocation to Sales Representatives
• Prepare, validate and communicate daily Sales performance and campaign reports, monitoring Opportunities, Phone Calls and Appointments, identifying gaps against established targets, and following up with the relevant Sales Representatives
• Support prospective and existing merchants throughout registration, onboarding and payment-acceptance setup, collaborating with Commercial, Operations and other internal teams to ensure effective service delivery and adherence to approved procedures