Cross-border payment customer service operation manager

Unique Technology Service International Limited; Hong Kong; Vor Ort; HKD 200.000 - 320.000; Vollzeit

Zusammenfassung

Unique Technology Service International Limited in Hong Kong seeks a proactive operations professional specializing in merchant services and cross-border payments. You will work with merchant groups and channel partners to identify service gaps and restart opportunities, crafting tiered reach and value awakening plans.

Responsibilities include collecting issues across channels, analyzing inquiries, and outputting optimization plans.

Qualifikationen

• 1-3 years of experience in operation, merchant services, channel support and cross-border customer service.
• Experience in Hong Kong market and cross-border payment is preferred.
• Familiar with community operation, merchant layering, and customer retention.

Aufgaben

• Analyze and summarize business issues from multiple channels and merchant groups; identify bottlenecks and growth opportunities.
• Output optimization plans for customer service operations; collaborate with product, operations and sales to implement strategies.
• Diagnose accounts, funds and digital currency payment channels; respond to complex inquiries such as channel anomalies and compliance questions.
• Coordinate with merchants and channel partners online to resolve daily inquiries and problems.
• Support pre-sales inquiries for Hong Kong sales teams; familiarity with digital currency, cross-border payments, and VCC card services is a plus.

Kenntnisse

Channel support

Cross-border payment

Merchants ops

Problem solving

Business diagnosis

Mandarin

Jobbeschreibung

(1) Using merchant groups and channel cooperation groups as core service carriers, based on customer transaction behavior and daily community communication feedback, complete the fine layering of lost customer groups; in combination with the demands within the group of merchants in digital currency payment and cross-border payment scenarios, identify the service points behind loss, potential needs and restart willingness, and formulate tiered customer reach and value awakening operation strategies.

Collect and summarize business issues from various channels and customer groups, categorize and analyze merchant inquiries and cooperation requests, identify service bottlenecks and opportunities for business growth, and output customer service operation optimization plans; collaborate with product, operations, and sales teams to promote strategy implementation, follow up on the full process loop, and continuously optimize channel and merchant service quality.

(3) Diagnose accounts, funds and digital currency payment channels for merchants' business models, cross-border trade and digital asset settlement scenarios; timely respond to complex inquiries such as channel anomalies, fund arrival, compliance inquiries, business opening in the community, deeply explore customer needs and output customized solutions.

Online, rely on various instant messaging communities to handle daily business consultation and problem coordination with merchants and channel partners; sort out the pain points of top customers and cooperative channels, and promote product, business process, and customer service rights optimization and upgrading in reverse.

(5) Undertake sales-side business support work and provide pre-sales inquiries and customer collaborative support for Hong Kong sales team on digital currency and cross-border payment business; familiar with digital currency, cross-border payment business, experience in VCC virtual card related services is preferred.

Job requirements

1. Marketing, E-commerce, Finance, International Trade, Business English and other related majors are preferred;

2, 1-3 years of experience in operation, merchant services, channel support and cross-border customer service;

Experience in Hong Kong market, cross-border payment, overseas merchant operation, financial technology and digital currency industry is preferred. Experience in VCC virtual card, overseas remittance channel and cross-border settlement business is preferred.

Familiar with community operation, merchant layering, customer retention and loss awakening basic operational logic, have problem sorting, demand extraction, solution output ability;

5, be able to independently deal with merchants complex consultation, channel abnormality, funds, compliance related issues, have strong business diagnosis and problem closure ability. Have cross-departmental coordination ability, can link sales, products, operations to promote business optimization and landing.

6, proficient in Mandarin, with basic Cantonese / English communication skills preferred, can adapt to Hong Kong merchants and channel docking scenarios; those who understand Hong Kong cross-border trade, overseas merchant business models, and overseas payment scenarios are preferred.