Original listing text, shown exactly as published by the company.
What you'll be doing
Merchant Onboarding
- Configure and onboard merchants of our PSP clients for various payment methods.
- Configure merchants of our PSP clients.
- Assist with the technical setup of our PSPs.
- Understand and take ownership of the merchant onboarding lifecycle from beginning to end, facilitating merchant activation and revenue generation.
- Be involved in the full client lifecycle, from pricing structure approval to setup in PPRO systems, to ensure fast activation.
- Assist PPRO clients with follow-up questions related to client and merchant onboarding requests.
Client Support
- Troubleshoot client issues and open Jira tickets to report errors to relevant teams.
- Handle requests from acquiring partners and coordinate with the respective clients.
- Proactively follow up on raised items within a reasonable timeframe
Advise clients on billing and reconciliation issues, collaborating with relevant departments.
- Clarify settlement and payout timelines for clients and partners, ensuring transparency.
- Verify payment status, trace payments in our records, and provide status updates.
- Support clients and partners with general inquiries related to payment processing.
- Identify and report recurring issues to improve internal processes.
- Collaborate with internal teams to ensure efficient issue resolution.
- Support clients with the implementation and integration of payment services.
- Provide guidance with the API reference and technical requirements.
- Analyze conversion rates and offer recommendations for optimization.
- Maintain clear and structured documentation of client interactions and reported cases.
- Provide missing invoices and settlement reports upon client request.
- Process client requests for account and address updates, including receiving and processing necessary documentation for bank and address changes.
What you'll need to have
- 2-3 years of experience in a customer support role, preferably within the payments or financial technology industry. Proven ability to troubleshoot and resolve complex technical and functional issues.
- Strong understanding of payment processing concepts, including local payment methods (LPMs).
- Excellent problem-solving, analytical, and critical-thinking skills.
- Exceptional written and verbal communication skills in English.
- Proficiency in using support ticketing systems (Zendesk, Freshdesk).
- Strong customer-centric approach with a genuine desire to help and advocate for clients.
- Ability to work as a team as part of a global, cross-functional team.
- Demonstrated ability to manage time effectively, prioritize tasks, and meet deadlines in a fast-paced environment.
- Proficiency in Mandarin (spoken and written) is required, as the role involves communication with Mandarin-speaking partners and clients
What we'd love to see
- Experience with merchant onboarding processes.
- Familiarity with API integrations and troubleshooting.
Plus Bachelor's degree in a related field (e.g., Information Technology, Business Administration).
What you can expect from us
A passion for challenging the status quo and driving positive change: We appreciate individuals who proactively seek better ways of doing things
Health Allowance
Gym Allowance…
