Chinese Merchant Support

About the role

Join our vibrant team at Xendit, where you will play a crucial role in delivering exceptional support to our Chinese-speaking merchants. This position is centered around addressing intricate inquiries, troubleshooting technical challenges, and serving as a key advocate for our clients to ensure they thrive on our platform. Your contributions will directly impact the success of our merchants, making this a rewarding opportunity for those passionate about customer service.

Key facts

What you'll do

• Engage with merchants through email and WeChat, providing timely responses to their inquiries and resolving issues effectively.
• Handle customer requests with a focus on empathy, ensuring that communication about solutions is clear and concise.
• Identify and escalate recurring issues to internal teams to mitigate future service interruptions and enhance overall customer experience.
• Analyze feedback from customers to pinpoint areas for operational enhancements and identify gaps in documentation.
• Participate in a rotating shift schedule, which may include weekdays from 9 AM to 4 PM or 4 PM to 11 PM (GMT+8) and weekends from 10 AM to 7 PM (GMT+8).
• Collaborate on projects aimed at automating internal processes, thereby boosting team efficiency and productivity.
• Maintain accurate records of customer interactions and transactions, ensuring that all information is up-to-date and accessible.
• Work closely with cross-functional teams to ensure that customer needs are met and that any issues are resolved promptly.
• Provide training and support to new team members, sharing best practices and insights to foster a collaborative environment.
• Stay updated on industry trends and developments to better assist merchants and enhance service offerings.
• Contribute to the development of FAQs and other support documentation to empower merchants in self-service options.
• Participate in team meetings to discuss performance metrics, share insights, and strategize on improving customer support initiatives.

Requirements

• A bachelor's degree in Engineering, Management, Finance, Accounting, Communications, or Computer Science/IT from a recognized institution.
• A minimum of 3 to 4 years of experience in B2B customer operations, merchant operations, or relationship management, preferably in banking or financial services.
• Professional proficiency in both English and Mandarin is essential for effective communication with our merchant base.
• Demonstrated ability to thrive in high-pressure situations while adapting to changing business priorities.
• Strong analytical skills with a knack for addressing complex problems and developing effective solutions.
• Willingness to work during nights and weekends as required by the shift schedule.
• Exceptional attention to detail and the ability to manage multiple tasks simultaneously without compromising quality.

Nice to have

• Previous experience in the fintech sector or banking operations would be advantageous.
• Familiarity with client account management and onboarding processes.
• Experience in developing training materials or conducting training sessions for team members.

Skills & tools

• Proficiency in ticket management systems such as Zendesk, Freshdesk, or Zoho to track and resolve customer inquiries efficiently.
• Competence in Microsoft Office Suite and Google Workspace, including Word, Excel, PowerPoint, Google Docs, Sheets, and Slides for documentation and reporting purposes.
• Familiarity with CRM software and other customer support tools to enhance service delivery.

Practical notes

• This role demands a high degree of flexibility and resilience to meet quality delivery targets. Candidates should be prepared to adapt to varying workloads and shifting priorities while maintaining a focus on customer satisfaction.
• The position offers a competitive salary, commensurate with experience, and includes opportunities for professional growth within a rapidly evolving company.
• Visa sponsorship may be available for qualified candidates, ensuring that we attract the best talent to support our mission of empowering merchants across the region.

Join us at Xendit and be part of a team that values innovation, collaboration, and excellence in customer support. Your efforts will help shape the future of our merchant services and contribute to the success of countless businesses.

About the company

Xendit provides payment infrastructure across Southeast Asia and is expanding to Greater China and LATAM. We process payments, power marketplaces, disburse payroll and loans, provide KYC solutions, prevent fraud, and help businesses grow exponentially.