Customer Experience Manager
Payoneer
Payoneer’s mission is to enable businesses of all sizes from anywhere in the world to access the rising, global economy by enabling them to transact globally as easily as they do locally. Life at Payoneer is a global community, where you’ll work with colleagues all over the world, serving small- and medium-sized business customers and partners in over 190 markets.
Customer Experience Manager
Based in Shanghai
What’s the job?
This senior role is responsible for building end to end solution to collect, quantify, measure, and summarize the voice of customers from different channels including contact centers, client service, online and others. Meanwhile, the person needs to deliver high quality VOC readout to senior mgmt team with clear insights, numbers, and actions for improvement on a routine basis and event-basis.
Key responsibilities:
- Design end to end process and platform for customer voice collection
- Analyze voice of customers to generate clear insights, and able to propose meaningful actions to address the major comments/concerns from the customer
- Deliver China VOC readout both routinely and needs-basis, able to present the readout to senior mgmt team
- Maintain close and strong partnership with sales, marketing, and Ops team for VOC alignment
We’re looking for:
- Motivated self-starter who can learn quickly in a fast-paced environment
- Service-oriented mindset and understand client service and operations
- Passionate and committed professional with excellent interpersonal skills
- Strong work ethic and accountability
- Great team player who cares and willing to help other colleagues
- Strong people management skills
- Strong influencing skills internally & externally
- Solid organizational skills including attention to detail and multitasking skills
- Strong analysis and presentation skills
- Fluent mandarin and English is must
- Able to work in China
Qualifications:
- Bachelor’s degree or above
- Fluent English in both verbal and written
- Native Chinese speak
- 10 years+ working experience, with 5 years+ working experience in customer experience-related domains and 5 years+ people management experience
- 5 years+ working experience in Fintech/Payment/eComs companies
- 5 years+ working experience in MNC (multi-nation company) environment
Check us out!
Ever wondered whether that perfect combination really exists? You know, the job we always dream where we develop professionally and enjoy a fun workplace surrounded by passionate people, at a company that is really changing the world?
Payoneer empowers entrepreneurs and businesses anywhere in the world – from Cairo to California, Buenos Aires to Bangalore and Tel Aviv to Tokyo – to expand beyond their borders and grow successful, sustainable businesses. With millions of customers in over 200 countries worldwide, Payoneer connects anyone, regardless of their location or socio-economic background, with opportunities to trade globally.