Kody Technolab Pvt. Ltd.

Customer Operations Manager, Chinese Speaking

Kody Technolab Pvt. Ltd.

contract

Posted on:

Location Type: Hybrid

Location: London • 🇬🇧 United Kingdom

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Job Level

Mid-LevelSenior

About the role

  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Product SupportClient SuccessCustomer SuccessAccount ManagementCustomer OperationsProblem SolvingAttention to DetailPayment Processing
Soft skills
Interpersonal SkillsEffective CommunicationBuilding RapportProactive ApproachAdaptabilityCommitment to ServiceClient Relationship Management