Cross-border payment customer service operation manager

Unique Technology Service International Limited; Hong Kong; On-site; HKD 201,000 - 335,000; Full time

Job summary

Unique Technology Service International Limited in Hong Kong seeks an operations-focused professional to optimize merchant services and cross-border payment support for the local market.

You will diagnose customer inquiries, coordinate with product, operations and sales, and help merchants with digital currency and cross-border settlements; Mandarin is essential, Cantonese/English basic skills preferred.

Qualifications

• Experience in Hong Kong market and cross-border payment is preferred.
• Experience in fintech and digital currency industry is preferred.
• Ability to diagnose merchant inquiries and propose solutions.

Responsibilities

• Collect and summarize business issues from multiple channels and merchant groups.
• Identify service bottlenecks and growth opportunities; output optimization plans.
• Coordinate with product, operations and sales to implement strategies.
• Handle daily merchant consultations and problem coordination online.
• Provide pre-sales and post-sales support for digital currency and cross-border payments.

Skills

Mandarin

Cantonese

English

Cross-border payments

Digital currency

Education

Marketing

E-commerce

Finance

International Trade

Business English

Tools

VCC Virtual Card

Job description

(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.