Position: Operations and Customer Support Officer

Job description

Location: Chiang Mai, Thailand

DSGPay

A fast-growing Fintech company, Dollarsmart Global (DSGPay), is focused on disrupting and delivering innovative solutions to the Asian payment markets. DSGPay services a broad range of Asian, European, and USA business clients, allowing it to grow its business into Asia and Oceania. It has also been operating a successful cross-border retail payments platform since 2014. Rapid and extensive growth plans are now in place, and DSGPay is building its Operations team to support its services across its group of entities in Australia, Hong Kong, Singapore, and Thailand, with more country locations opening soon.

Job Description

The Operations and Customer Support Officer is responsible for overseeing day-to-day business operations and providing exceptional support to customers. This role ensures that operational processes run smoothly and customer inquiries are addressed promptly, fostering strong relationships and maintaining compliance with regulatory standards. The ideal candidate possesses a blend of operational expertise and outstanding customer service skills, along with the ability to work independently and collaboratively within a team.

Skills

Openings :

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.