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About the role
- Manager of Client Support leading team in enhancing client satisfaction and support processes. Ensuring compliance and developing strategies for operational excellence in payments industry.
Responsibilities
- Lead, mentor, and develop a team of client support representatives.
- Monitor team performance, provide regular feedback and conduct performance reviews.
- Foster a positive and collaborative team environment.
- Ensure timely and effective resolution of client inquiries and issues.
- Develop and implement support procedures and best practices to enhance client satisfaction.
- Handle escalated client concerns and provide solutions.
- Maintain high levels of client satisfaction through excellent service delivery.
- Develop and implement strategies to enhance the client support experience and achieve service excellence.
- Prepare and present regular reports on team performance, client satisfaction, and support metrics to senior management.
- Monitor and analyze support metrics to identify areas for improvement.
- Collaborate with other departments to resolve client issues and improve services.
- Regularly cross-check with the Provider Team and Payment Team to ensure client balances, and all other related process flows are accurate.
- Address discrepancies promptly and ensure accurate transaction processing.
- Train existing and new team members on company policies, procedures, and best practices.
- Identify training needs and provide ongoing development opportunities for the team.
- Stay updated on industry best practices and emerging trends to ensure the team is equipped with the latest tools and techniques.
- Collaborate with compliance teams to ensure that all client support processes adhere to industry regulations and standards.
- Lead initiatives to improve support processes and client experiences.
- Prepare and provide regular reports on work progress, including metrics and KPIs.
Requirements
- Bachelor’s degree in business, finance, or a related field.
- Well verse in Microsoft Office application – especially in Microsoft Excel.
- Proven experience in a client support or customer service role in the payments industry.
- Strong leadership and team management abilities.
- Ability to work in a fast-paced environment and manage multiple priorities effectively.
- Ability to work night shift (4PM to 1PM), and flexible scheduling.
- Ability to collaborate effectively across departments.
- In-depth knowledge of payment processing, payment gateways, and related technologies.
- Strong knowledge of payment industry regulations and standards.
- Familiar with foreign exchange and foreign exchange quoting.
- Excellent interpersonal and communication skills.
- Strong verbal and written communication in English.
- Ability to communicate in Chinese including Mandarin is preferable.
- Strong leadership and team management skills.
- Strong problem-solving abilities and attention to details.
- Excellent customer-centric approach.
- Ability in handling, and managing confidential information responsibly.
- Adaptable and able to work effectively in a fast-paced environment.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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