Customer Operations Specialist in Berlin bei Mondu

Our Operations Department

At Mondu, we want to deliver a seamless and exceptional customer experience for businesses that select Mondu as their payment option. This is the key focus of our Operations team.

During the buyers' experience with our Mondu service, some questions or issues might arise that will lead to the buyer contacting Mondu for support, or operational issues might come up internally that need to be resolved for the buyer to have a positive experience.

We are looking for a Customer Operations Specialist to join our team. The goal of the function is to address these questions and issues and to be able to support the buyers in resolving any issues that might arise. The ambition of the customer support function is to exceed the buyers' expectations in the process to create a "Wow" experience for the buyer.

‍‍ What you'll do:

• Act as the primary point of contact for clients, responding to their questions and concerns in a timely and professional manner.
• Team up with our Customer Success team to handle everyday business tasks like managing tickets, checking emails, fulfilling requests, communicating with customers through various channels, including email and phone, and processing daily payments by verifying invoices and payments.
• Work closely with our Product team, especially with team Payments, to ensure our products meet the needs of our clients.
• Collaborate with our Credit Risk team to support collection management and collection calls in order to get insights into why invoices haven't been paid on time.
• Develop and maintain relationships with clients, ensuring their satisfaction with our products and services.
• Contribute to different projects with other teams of Mondu to enhance the customer experience and exceed buyer expectations.
• You will develop your own approaches for solutions, find the appropriate solution in collaboration with internal and external stakeholders and also take responsibility for your own projects.

What do you need to succeed in this role?

Please note: Do not be put off from applying because you believe you cannot tick every box. If you think you can help and you really want to join our growing and exciting business, please get in touch, we would love to hear from you.

• 1.5-2 years of previous experience in customer-centered jobs, preferably in the tech or fintech industry.
• Basic computer skills, including proficiency in Microsoft Office and familiarity with CRM software.
• Excellent communication skills in German and English, both written and verbal.
• Strong problem-solving skills, with the ability to identify and resolve issues quickly and effectively.
• Ability to work independently and as part of a team.
• You are ambitious, curious, and resilient with a can-do attitude, always with a suggestion for a solution (rather than dwelling on a problem).
• You thrive in teams within a fast-paced and dynamic environment (change is the norm, not the exception).
• And - last but not least - you are kind, honest, and generally have an open mind.

It would be a plus if you also:

• Experience using Freshdesk, Zendesk, or other similar ticketing software is highly desirable.
• Familiarity with Fintech or financial services is a plus but not required.
• French/Dutch skills, but not required

Who will you work with?

Kenan joined Mondu in May 2022 as Customer Operations Lead. With his experience working in Retail, Customer Service, and Account Management for many years, he has developed a solid customer-centered view of the business.

Furthermore, through his development on the jobs, he became a Team Lead within a fast-growing tech start-up. His biggest achievement is successfully promoting four out of his eight full-time team members to Seniors, and two of the four to Team Leads a year later. At Mondu, his most significant achievement is scaling our business in Germany and beyond. He loves to push and develop his team members to get them ready for the next steps in their careers and share all his resources, knowledge, and experiences he has.

What's in it for you?

• €/£ 1000 per year for you to contribute to your learning & development to help you grow professionally and personally.
• €/£ 300 per year for you to endorse team build, including dinners, games, and events
• 30 vacation days per year
• A flexible visa and relocation package powered by our partner Jobbatical
• Work where you are most efficient, be it at the office or home, as much as you like.
• Tak