Customer Operations Manager Chinese Speaking
KodyPay, also known as Kody, offers an all-in-one platform to simplify in-person commerce for businesses. It provides a suite of products including intuitive payment solutions, instant access to funds with the KodyCard, and powerful management and analytics tools. Partnering with Adyen N.V., Kody enables businesses to accept a wide range of payment methods, streamlining operations for both merchants and customers.
Funding history
Investors
About KodyPay
KodyPay Ltd, registered in England and Wales, provides a comprehensive, all-in-one platform designed to simplify in-person commerce for businesses, particularly in the hospitality and retail sectors. The company's offerings include a suite of intuitive payment solutions such as terminals and online ordering, instant cash access via the KodyCard, and robust management tools with built-in loyalty and analytics features for understanding customer behavior. Through a partnership with financial services provider Adyen N.V., Kody supports a wide array of payment methods, including major credit cards and digital wallets like Apple Pay and Google Pay. The platform aims to enhance profit margins by improving the efficiency of the payment ecosystem, while also emphasizing personal customer service and handling processes like payment management, returns, and Know Your Customer (KYC) checks.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will serve as a primary contact for customer enquiries and resolve or escalate client issues. You will guide customers through onboarding and payment-solution implementation, deliver training, document interactions, report on client trends, build client relationships, improve processes, and follow compliance procedures.
Requirements
- Experience in product support, client success, customer success, account management, or customer operations
- Interpersonal and communication skills
- Problem-solving skills and attention to detail
- Experience resolving customer issues and escalations in a payment processing environment
- Proficiency in Google Workspace, Microsoft software, and CRM software
- HubSpot proficiency preferred
- Fluency in English and Mandarin
Responsibilities
- Serve as a primary point of contact for customer enquiries
- Investigate and resolve client issues and escalate complex matters
- Assist clients with onboarding and payment-solution implementation
- Conduct training sessions and provide educational resources to clients
- Maintain records of client interactions, resolutions, and feedback
- Generate reports on client activity and trends
- Cultivate client relationships and identify opportunities to improve their experience
- Collaborate on operational process improvements
- Ensure compliance with regulatory requirements and internal policies
- Create contacts and opportunities in the payments industry
