Purpose of the Position
Operation Coordinator is responsible for providing consistently reliable, high quality administrative support and process improvement to the business. In an organization with a dynamic, innovative, and diverse environment, you will achieve this by promoting process excellence and implementation, offering administration support, and delivering a high standard of site management services across the team.
Key Responsibilities & Duties
- Support the Operation team in the delivery of projects for clients across various domains, from payments, digital, products to strategy, including project management
- Ensures customer satisfaction by providing timely response and resolution to contacts made to the Customer Service from different support channels.
- Assigns tickets – that are not resolvable by the Customer Service Support – to the correct resolver groups or vendors.
- Perform operation performance, compliance and introducing operational best practices and client processing optimization.
- Participate in team meetings, share knowledge and status of current duties and responsibilities.
- Implement and assist in projects of a technical and non-technical nature. Deliver standard implementation activities ensuring quality and reliability of the implementations.
- Acting as central point of contact for customers and/or customer representatives throughout a project.
- Embrace a teamwork-based environment and mindset, through contributing collaboratively, mentoring, and supporting individuals
- Keeps customers proactively updated on the status of their tickets.
- Working and partnering extensively with other internal teams.
- Confirms customer satisfaction before closing a ticket.
- Continuously learn and train about new technologies and products.
Skills & Requirements
- BSc. of Business Administration or equivalent
- Minimum 2 years of work experience in related fields
- Strong written and verbal communication skills in English
- Interests in payments, financial institutions, merchants, acquirers or processors
- Proficiency in Microsoft applications including Teams, Outlook, PowerPoint, Excel and Word
- Have strong client relationship and communication skills with a high level of discretion and sensitivity when dealing with confidential matters
- Research and analytical skills, able to collect and interpret data to solve problems and execute solutions
- Strong interpersonal skills. Ability to interact effectively with customers, vendors, peers and management via multiple communication channels
- Great problem solving and logical thinking, and organizational skills
- Structured, results driven and solution oriented.
