Operations Specialist
JOB PURPOSE:
Perform the daily operational tasks related to merchant on-boarding, service provisioning, on-going client support and back office support, and liaison with vendors and partners to ensure the services are provided to clients in accordance with the established standards and achieve customer satisfaction.
JOB RESPONSIBITY:
- Perform various merchant on-boarding and support tasks such as documents processing, coordination with other internal departments and external parties, merchant account opening, handling of customer enquiries and complaints, etc.
- Work with vendors to organise product deployment
- Provide Level 2 technical and operational support via telephone
- File and organize clients’ documents and records in a well-structured manner to ensure proper record retention as well as retrieval efficiency and accuracy
- Consolidate and compile operational reports, management reports, etc. for internal and external parties with quality
- Handle the issuance of debit notes, purchase orders, etc.
- Perform accurate record keeping of equipment and hardware inventory
- Handle the refund requests of merchant transactions
- Assist in the reconciliation of merchant transactions in relation to billing, settlement, and reporting
- Perform other ad-hoc projects and duties as required
JOB REQUIREMENT:
- High Diploma or above
- At least 1 year working experience in similar capacity, preferably in POS/online payment, and/or merchant acquiring business. Experience in Helpdesk / Customer Services will be an advantage.
- Good analytical and problem-solving skills are essential
- Customer oriented mindset, and good telephone manner
- Proactive, attentive to figures, and detail-oriented
- Good verbal and written communication in English, Chinese and Mandarin
- Good interpersonal skills and able to communicate with staff at all levels as well as external parties
- Well organized and able to prioritize the assigned tasks
- Good time management and able to work under tight deadline
- Independent and self-motivated character
- Eager to learn and outgoing personality
- A good team player and able to work independently
