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Operations Support Coordinator

2 months ago

The City, United Kingdom PingPong Payments Full time

Founded in 2015 by a group of seasoned professionals in New York, PingPong has emerged as a leading payment service provider dedicated to serving the unique needs of enterprise-level cross-border e-commerce merchants globally. With rapid growth as its hallmark, PingPong now spans three continents and boasts a workforce of over 1,200 employees. Our commitment lies in delivering unparalleled services to empowering our clients to foster business growth and success on a global scale.



OVERALL PURPOSE


As an Operations Support Coordinator, you will address customer inquiries, resolving issues, and providing assistance to ensure a positive and satisfactory experience. The ideal candidate will have excellent communication skills, a positive attitude, and a passion for delivering exceptional customer service.



WORKING RELATIONSHIPS


As a critical member of the global team, this position will report directly to the UK Managing Director.

You’ll partner closely with senior management and individuals in Compliance, Business Development, Sales, Finance, Product Management, Product Marketing and much more.



PRINCIPAL ELEMENTS & ACCOUNTABILITIES


Client Onboarding


  • Assist the AML/CFT team in running the preliminary work on customer due diligence by collecting all the required documentation and running a first analysis in line with the local regulatory requirements and the business risk appetite.
  • Assist customers with account setup, troubleshooting, and general inquiries related to payment processing, billing, and account management.


Client Support


  • Resolve client issues and escalate complex cases to senior support representatives or management as needed.
  • Document clients' interactions, inquiries, and resolutions in our system accurately and comprehensively.
  • Collaborate with internal teams, including sales, product, and technical support, to address customer concerns and provide timely resolution.
  • Stay informed about company products, services, and policies to provide accurate and up-to-date information to customers.
  • Identify opportunities for process improvements and contribute to ongoing initiatives to enhance the customer support experience.
  • Adhere to established service level agreements (SLAs) and performance metrics to ensure customer satisfaction and team efficiency.


EXPERIENCE


  • 2 years of relevant and progressive work experience in customer service, retail, or related roles.
  • Good understanding of customer support best practices and processes.
  • Knowledge of due diligence and AML/CFT requirements in the regions where the company operates.
  • Experience in the payment industry or related fields is a plus.



QUALIFICATIONS


  • Educated with a relevant degree. A Bachelor's degree is a plus.
  • Familiarity with regulatory requirements in the payment industry.



DESIRED TRAITS


  • Customer-centric, analytical, detail-oriented
  • Data-minded with strong analytical capabilities.
  • Ability to work well with both technical and non-technical individuals up and down the organization, capable of absorbing large amounts of information and the ability to distil it down to the essentials.
  • Ability to juggle several projects and shift priorities as needed.
  • Exhibiting a creative and innovative, forward-thinking approach to problem-solving.
  • Ability to stay calm and collected and focus on solving problems.
  • Fluent in English in writing and speaking, Chinese is a plus.


PingPong is proud to be an equal opportunity employer with a global culture that embraces diversity.

We are committed to providing an environment free of unfair discrimination and harassment.