At a Glance
- Tasks: Support customers, resolve issues, and guide clients through onboarding with our payment solutions.
- Company: Join Kody, a fast-growing Fintech revolutionising online payments for businesses.
- Benefits: Dynamic team environment, equal opportunity employer, and growth in a rapidly expanding company.
- Other info: Thrive in a fast-paced setting while building relationships and improving processes.
- Why this job: Make a real impact by enhancing client experiences in the exciting payments industry.
- Qualifications: Experience in customer operations, strong communication skills, and fluency in English and Mandarin.
The predicted salary is between 36000 - 44000 £ per year.
Company Overview
Kody is a fast-growing Fintech specialising in bringing online payments and better financial services to brick and mortar businesses. Having completed Series A funding, Kody needs a Customer Operations Manager to match its pace and growth to join our Customer team in London.
Responsibilities
- Customer Support: Serve as the primary point of contact for customer enquiries, providing timely and accurate responses.
- Issue Resolution: Investigate and resolve client issues, escalating complex matters to the appropriate team members when necessary and ensuring prompt resolution.
- Onboarding Assistance: Assist clients with the onboarding process, guiding them through the setup and implementation of our payment solutions, and addressing any technical or operational challenges.
- Training and Education: 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.
- Documentation and Reporting: 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.
- Relationship Management: Cultivate strong relationships with clients, understanding their unique needs and preferences, and proactively identifying opportunities to enhance their experience with our company.
- Process Improvement: Collaborate with cross-functional teams to identify areas for operational improvement and implement solutions to streamline processes and enhance efficiency.
- Compliance and Risk Management: Ensure compliance with regulatory requirements and internal policies, mitigating risk by adhering to established procedures and protocols.
- Networking and Sales: 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 and CRM software (HubSpot preferred).
- Ability to interact with customers across international time zones.
- English and Mandarin fluency is required.
Benefits
- Be part of a dynamic and innovative team in a rapidly growing company.
Equal Opportunity Employer: Kody is committed to diversity and inclusion in the workplace. We welcome applications from all qualified individuals, regardless of race, ethnicity, gender, sexual orientation, age, disability, or veteran status.
Customer Operations Manager (Chinese Speaking) employer: Kody
Kody is an exceptional employer that fosters a dynamic and supportive work culture, perfect for those looking to thrive in the hospitality sector. With a focus on employee growth, we offer comprehensive training and development opportunities, alongside competitive salaries and equity options that reward your contributions. Join us in the UK, where you can make a meaningful impact while working with innovative technology in a vibrant industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Manager (Chinese Speaking)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Kody. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Kody before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Operations Manager (Chinese Speaking)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Kody:Your cover letter is your chance to shine! Tell us why you want to work at Kody specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Kody!
How to prepare for a job interview at Kody
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
