Customer Operations Manager (Chinese Speaking)

The ideal candidate will be responsible for ensuring smooth operations and exceptional customer service for our clients. This role requires a combination of analytical skills, communication skills, some technical knowledge - or ability to learn - and a dedication to providing top-notch support with a fintech environment.

Responsibilities:

• Customer Support: Serve as the primary point of contact for customer enquiries, providing timely and accurate responses. 


• Issue Resolution: Investigate and resolve client issues, escalating complex matters to the appropriate team members when necessary and ensuring prompt resolution. 


• Onboarding Assistance: Assist clients with the onboarding process, guiding them through the setup and implementation of our payment solutions, and addressing any technical or operational challenges. 


• Training and Education: Conduct training sessions and provide educational resources to clients to ensure they fully understand our products and services, empowering them to utilise our platform effectively. 


• Documentation and Reporting: Maintain a comprehensive record of client interactions, including inquiries, resolutions and feedback. Generate reports on client activity and trends to inform decision-making and improve processes. 


• Relationship Management: Cultivate strong relationships with clients, understanding their unique needs and preferences, and proactively identifying opportunities to enhance their experience with our company. 


• Process Improvement: Collaborate with cross-functional teams to identify areas for operational improvement and implement solutions to streamline processes and enhance efficiency. 


• Compliance and Risk Management: Ensure compliance with regulatory requirements and internal policies, mitigating risk by adhering to established procedures and protocols.


• Networking and Sales: Be active in the payments industry space, creating contacts and opportunities for future growth.


• Experience in Product Support, Client Success, Customer Success, Account Management or Customer Operations 


• Strong interpersonal skills with the ability to communicate effectively and build rapport with clients and internal stakeholders, in multiple languages. Communication is vital for this role.


• Excellent problem solving abilities, with a keen attention to detail and a proactive approach to resolving customer issues/ escalations within a payment processing environment.


• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities


• A commitment to delivering exceptional service and exceeding client expectations.


• Proficiency in Google WorkSpace / Microsoft and CRM software (HubSpot preferred)


• Ability to be interact with customers across international time zones.


• English and Mandarin fluency is required


• Be part of a dynamic and innovative team in a rapidly growing company