Service Operations Specialist - China

🇨🇳In-Person - Beijing, ChinaCNY 180K–CNY 280K/yri4h ago

Corporate Operations Operations Management Customer Success Account Management Process Improvement Business Operations

Role Snapshot

The Service Operations Specialist in Beijing handles day-to-day ACAMS operational tasks and delivers high-quality service to internal and external clients, members, and partners. The role supports both operations and key events, helping keep the organization's member and customer experience running smoothly.

Key Responsibilities: Manage and resolve customer, sales, and partnership cases by phone and email within SLA, quality, and satisfaction KPIs, while handling order processing, invoicing, data entry, and event registrations. Support face-to-face and virtual events, including setup, registration management, and occasional weekend overtime.

Skills & Tools: Strong written and verbal communication and relationship-building skills, with fluent English required and Japanese or Korean highly preferred. Proficiency with Microsoft Office, CRM systems, and analytics tools, plus strong time management and confidentiality practices.

Qualifications: A minimum bachelor's degree in a business or IT-related field and up to 2 years of customer success, customer service, or account management experience. Experience in fintech, SaaS, or financial services is preferred.

Location: In-Person - Beijing, China

Compensation: CNY 180K–CNY 280K/yr (estimated)

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Job Description

Opportunity at a Glance
The Customer Service Specialist is responsible for carrying out day-to-day ACAMS operational tasks whilst ensuring excellent service delivery to internal and external clients or stakeholders.

Responsibilities

Manage and resolve all customer, sales and partnerships cases (call or email) within defined KPIs (SLA, Quality and Customer Satisfaction) whilst providing excellent service experience to clients and members. This includes, but is not limited to:

Data entry, order processing (including group orders), invoicing and member follow-ups, reports etc.
Process customer requests submitted by telephone, email and other media.
Investigate and resolve customer complaints.
Maintain thorough and accurate customer service records.
Possible weekend overtime to support virtual events.
Keep confidential records and financial information private and secure.

Support delivery of key events (face-to-face or virtual) tasks as assigned. This includes, but is not limited to:

Event setup in the system with workflows.
Managing ongoing registrations and reporting.
On-site registration/support, managing phone calls and emails.

Liaise, manage and execute other office/admin/operational tasks as assigned.

Time Management: Manage personal time effectively to maximize utilization and balance demands from multiple deliverables.

Qualifications

Minimum bachelor’s degree in a Business or IT-related field required.
Up to 2 years of relevant customer success/customer & account management experience leading delivery. Preferably within the Fintech/SaaS/Financial Services sector.
Strong communication and relationship-building skills, both written and verbal.
Tech-savvy and comfortable using tools like Microsoft Office, CRM systems, and analytics platforms.
A passion for customer experience and a desire to grow your career in a mission-driven organization.
Fluent written and spoken English is required; proficiency in Japanese or Korean is highly preferred.

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