Customer Service Operations Manager for Fintech Company!

This role is for an Operations / Customer Service Manager. The ideal candidate is a leader who can effectively manage and optimize operations to ensure customer satisfaction and drive overall growth and improvements.

Client Details

The company is a global Fintech organization in the payment business

Description

• Communication with the APAC Customer Service Team to educate them / update them on how to educate customers, how to communicate product changes, overall improvements of the customer experience, onboarding
• Implement strategies to improve service quality and efficiency
• Handling Operations related tasks such as bookkeeping, onboarding, and other tasks as required by the Team in Japan and in cooperation with the Teams abroad
• Address escalated customer complaints and issues from the APAC Team
• Ensure compliance with financial regulations and guidelines

Note: the core of the role will be the handling of B2C escalated inquiries and educating/working with the APAC Team

Job Offer

• A competitive salary package depending on experience and current salary
• A rewarding career with lots of room to make change
• A supportive work environment that values innovation and customer satisfaction
• A location-based in the heart of Tokyo

We encourage all qualified candidates who can contribute to the company's success and growth to apply for this exciting role in financial services!

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Davide Capretta at +81 3 6832 8675.

[About the Qualifications]

- Customer support experience in the financial service industry (ideally payment-related Fintech), handling escalations

- An understanding of the company's business

- Ideal: experience with improvement of operations

- Business level of English to talk to partners in APAC, in Europe and in the U.S.

- Fluent level of Japanese is mandatory

- An independent, hands-on, proactive approach to handling different tasks given the size of the Japan team at the moment

- A familiarity with regulatory requirements in Japan would be an advantage but not necessary