Position: Operations and Customer Support Officer

Key Responsibilities

Operations Management:

• Ensure all payments are processed accurately and on time, in adherence to Standard Operating Procedures (SOPs).
• Generate payment batch files for various banking and payment partners.
• Record and reconcile customer payments against their orders to maintain data accuracy.
• Assist in the onboarding of new customers to meet company timelines and quality standards.
• Collaborate with managers and other teams to complete daily operational tasks effectively.

Customer Support:

• Respond to customer inquiries via email, phone, and chat, providing timely and professional assistance.
• Address and resolve customer issues, maintaining a high standard of customer satisfaction.
• Guide customers through troubleshooting processes related to payment and service issues.
• Document customer interactions and follow up on outstanding concerns to ensure resolution.
• Provide feedback on recurring issues to help improve processes and customer experiences.

Collaboration and Process Improvement:

• Work cross-functionally with other departments to enhance the efficiency and quality of operations.
• Contribute to the development and refinement of procedures and protocols for both operations and customer support functions.

Qualifications

• Bachelor’s degree in Business, Finance, Economics, or a related field.
• Considerable knowledge of Foreign Exchange operations, systems, policies, and procedures.
• Fluency in English (reading, writing, and speaking).
• Strong organizational and project management skills with the ability to handle multiple tasks and meet deadlines.
• Exceptional communication skills, both written and verbal.
• Proven ability to analyze issues, develop solutions, and drive process improvements.
• A customer-oriented mindset with a proactive approach to problem-solving.