Hybrid Customer Operations Manager, Chinese Speaking

at Kody Technolab Pvt. Ltd.

• Job title: Customer Operations Manager, Chinese Speaking
• Job type: Contract
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, London, United Kingdom

About the role

• Customer Operations Manager at Kody ensuring exceptional customer service and smooth operations in a fintech environment, assisting with onboarding and training clients.

Responsibilities

• Serve as the primary point of contact for customer enquiries, providing timely and accurate responses.
• Investigate and resolve client issues, escalating complex matters to the appropriate team members when necessary and ensuring prompt resolution.
• Assist clients with the onboarding process, guiding them through the setup and implementation of our payment solutions, and addressing any technical or operational challenges.
• 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.
• 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.
• Cultivate strong relationships with clients, understanding their unique needs and preferences, and proactively identifying opportunities to enhance their experience with our company.
• Collaborate with cross-functional teams to identify areas for operational improvement and implement solutions to streamline processes and enhance efficiency.
• Ensure compliance with regulatory requirements and internal policies, mitigating risk by adhering to established procedures and protocols.
• Be active in the payments industry space, creating contacts and opportunities for future growth.

Requirements

• 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, CRM software (HubSpot preferred) and Intercom.
• Ability to be interact with customers across international time zones.
• English and Mandarin fluency is required

Benefits

• Competitive compensation package
• Be part of a dynamic and innovative team in a rapidly growing company
• Equity available
• Competitive salary and benefits package
• Frequent team events and socials
• Collaborative, inclusive environment where your contributions are recognised and valued.