Mediation & Transactions Manager (all genders)

As a Mediation & Transactions Manager, you will mediate difficult situations between buyers and sellers and work to find a satisfying solution for both parties. As part of our international team, you’ll help to guarantee smooth payment processing via our escrow service. Your ideas will also contribute to the ongoing improvement of Chrono24.

What you can expect

  • Being as a member of our international Mediation & Transactions team, you are required to maintain a clear overview in challenging situations from payment, shipping issues to customer’s complaints and find satisfactory, impartial solutions for our buyers and sellers.
  • Guide transactions through the Chrono24 escrow service process by answering incoming inquiries using a ticketing system by email, on the phone and via live chat by centering your work for the whole customer experience journey to strive for continuous improvement.
  • Responsible for complicated tasks/issues/projects and performs these duties autonomously to ensure all tasks are being handled professionally in according to service quality standards, internal policies, and regulatory guidelines. You will perform analysis and investigation on complex mediation cases and liaise with all stakeholders.
  • Provide professional support in your area of expertise to your colleagues including to serve as a mentor to junior team members for training and on-job coaching sessions.
  • Make independent decision within your range of responsibilities and serve as an initiator of specialized topics to Team Lead e.g. case escalation and act as the key contact point within the team.
  • Formulate, drive, and implement process optimization initiatives for features enhancement purpose – bring constructive ideas and suggestions to improve team’s operational efficiency and effectiveness as well as to take proactive approach toward trying new things, expanding the existing skillsets and knowledge sharing with the team.

What sets you apart

  • Minimum 4 years' relevant experience in customer service, ideally with customer complaints, and enjoy its challenges.
  • Strong command of both Chinese (Cantonese and Mandarin) and English, both written and spoken.
  • Relevant work experience in hospitality or e-commerce industry is highly preferred.
  • Enjoy contributing to the professional and collaborative development to the team with your talents, your passion and creativity.
  • Able win customers over with your communication skills, both on the phone and via email.
  • Have an eye for detail, enjoy challenging situations, and welcome the constant changes experienced at a dynamic and growing company.
  • Able to work autonomously and effectively. Be proactive and self-driven to take action on team and individual’s initiatives.
  • Proficient with the Microsoft Office and a quick learner to learn new systems.
  • Don't know much about luxury watches? Don't worry, we'll teach you everything you need to know.

What we offer

  • 5 days work
  • 14 days annual leave
  • Medical and dental insurance upon completion of probation
  • Work-life balance
  • Flat hierarchy; fun and energetic working environment
  • Ideal workplace for personal growth
  • Attractive remuneration package will be offered to the right candidate

We’re wired a bit differently, not just in reference to our cutting-edge technology. At Chrono24, we pursue ambitious goals in an intriguing environment. We love a dynamic corporate culture with flat hierarchies. We offer a start-up atmosphere with excellent development opportunities. Are you enthusiastic about tackling new challenges that suit your personality and abilities? Perfect! Because as a Mediation & Transactions Manager (all genders) working full-time in our office in Hong Kong, you’re able to actively shape our future success.