Join Xendit as a Chinese Merchant Support to provide exceptional customer service in a fast-paced environment.
Posted by employer 2 months ago
First seen on Joblaze 1 week ago
Last verified on the company career page 1 day ago
Skills & Technologies
Requirements
- Experience
- 3–4 years
- Education
- Bachelor's degree
Not disclosed in this posting: compensation, work arrangement, visa sponsorship.
Joblaze summary
In the role of Chinese Merchant Support at Xendit, the individual will engage directly with customers to address inquiries and resolve issues, ensuring a high level of satisfaction. The position requires strong analytical skills and experience in customer operations, particularly within B2B sectors, alongside fluency in Mandarin and English. This role is ideal for someone with a background in finance or technology who thrives in fast-paced environments and enjoys problem-solving. Xendit emphasizes customer feedback to enhance its payment solutions, making this position pivotal to the company's growth.
Joblaze insights
- Listed 9 days ago on Joblaze — tracked directly from Xendit's career page.
- Xendit has 24 other open roles including Market Expansion Lead - Financial Partnerships, Head of Treasury, Merchant Ops Team Lead.
- 147 active Zendesk roles on Joblaze right now.
- 113 active Microsoft Office roles on Joblaze right now.
- 77 active Google Suite roles on Joblaze right now.
- Typical Zendesk salary we track runs $59,600–$140,000 (median $106,320, across 65 roles).
Quick facts
- How much experience is required?
- 3–4 years of relevant experience for this Chinese Merchant Support role.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: English, Freshdesk, Google Suite, Mandarin, Microsoft Office, Zendesk.
- What seniority level is this role?
- Xendit targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Chinese Merchant Support role at Xendit.
From the original posting
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. We serve our customers by providing a suite of world-class APIs, eCommerce platform integrations, and easy to use applications for individual entrepreneurs, SMEs, and enterprises alike.
Our main focus is building the most advanced payment rails for Southeast Asia, with a clear goal in mind — to make payments across and within SEA simple, secure and easy for everyone. We serve thousands of businesses ranging from SMEs to multinational enterprises, and process millions of transactions monthly. We’ve been growing rapidly since our inception in 2015, onboarding hundreds of new customers every month, and backed by global top-10 VCs. We’re proud to be featured on among the fastest growing companies by Y-Combinator.
About the Job
As a Chinese Merchant Support, you will be in a fast-paced team that provides our customers with undivided attention and care. You will be ready to take on any issues or inquiries that our customers raise, work to prevent fires and sooth our customer's frustrations. Every day you will solve different puzzles, so no day will be exactly the same. At Xendit we believe that our customers are the most important stakeholders - so this role is crucial to Xendit. You’ll surface important customer insights and feedback which will help us to continuously improve our products and build new ones! You will be in close coordination within the technical department, and be exposed to all the product teams and customers.
Through all the intensity of Merchant Support, you will be the expert of our customers. You will understand our customers’ pains, solve them, and get satisfaction from our customers’ compliments! You will also be exposed to a variety of projects that help to improve the current team processes like utilizing automation in internal processes to reduce manual work and maximize team productivity.
Minimum Qualifications
Behaviors
- Enjoy the puzzle of solving open-ended problems; you have a great analytical mindset
- Are ready and willing to be rostered on for nights and weekends - shift work doesn’t phase you
- Happily take on new projects which involve researching to quickly become a subject matter expert, and driving them to completion
- Ability to think out of the box and to be assertive in offering solutions to posed problems or situations.
- High flexibility and detail-orientation
- Ability to multitask to meet constant business demands and priorities.
- Resilient to challenges and setbacks, enthusiastic and motivated to work in a fast-paced and high-pressure environment.
- Focused to meet delivery and quality targets.
Experience
- Fresh graduate or 1+ years of experience in Customer/Merchant Operations management or similar departments in B2B sectors and/OR Relationship Management Experience in Banks, Financial Institutions.
- Bachelor’s Graduate from reputable Universities majoring in :
- Engineering
- Management
- Finance / Accounting
- Communications
- Computer science/IT
- Experienced in ticket management platform i.e. Zendesk, Freshdesk, Zoho, or similar tools
- Must be Professionally fluent in both English and Mandarin
- Standard proficiency with Microsoft Office or Google Suite tools (Word, Excel, Powerpoint, Gdocs, Gsheets, Gslides)
Preferred Qualifications
- Plus points if you have prior experience in a fintech/banking operations function or previously worked with opening client accounts
Responsibilities
- Willing to work on a rotating shift schedule:
- Weekday : 9AM - 4PM / 4PM - 11PM GMT+8
- Weekend : 10AM - 7PM GMT+8
- Interact with customers through communication channels (WeChat, Email)
- High proficiency in Mandarin.
- Solve customer first
- Attending to our customer's needs, requests, and problems
- Ensuring to communicate the problem and how to solve it
- Showing empathy to ensure customer satisfaction
- Raising awareness of issues or problems to other team members
- Identify and initiate changes to help scale up our operations (i.e. documentation)
- Analysing and planning overall customer service excellence
- Identify areas for improvement and perform customer quality analysis
- Do whatever it takes to make Xendit succeed