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Merchant Care Analyst
Checkout.com. Handle merchant inquiries and issues via email, phone, and chat .
About the role
Key responsibilities & impact- Handle merchant inquiries and issues via email, phone, and chat
- Troubleshoot and resolve merchant payment issues, technical challenges, and account-related concerns
- Collaborate with operations, product, and engineering teams to resolve merchant concerns
- Educate merchants on platform features, payment processes, and best practices
- Help maintain and improve merchant care support and service delivery
- Provide timely, accurate resolutions while maintaining high customer satisfaction
- Escalate cases when necessary
Requirements
What you’ll need- Fluent in Mandarin and English
- 2+ years of experience in support or operations roles, preferably within a payments environment
- Strong problem-solving skills with the ability to diagnose technical issues and provide effective solutions
- Excellent communication and interpersonal skills, with a customer-first mindset
- Ability to handle multiple priorities in a fast-paced environment while maintaining high service standards
- Familiarity with payment processing systems, fintech platforms, or related technologies (preferred but not essential)
- Proficiency in customer service software such as Zendesk or Salesforce and CRM tools
- Proven ability to work independently and collaborate effectively across teams
- Willingness to work 11:00 AM to 8:00 PM, including Public Holidays
- Willingness to provide Instant Messaging support, such as WeChat, as needed
- Currently legally authorised to work as an employee in the country of application
Benefits
Comp & perks- Hybrid working model with flexibility
- Three days per week in the office to support collaboration and connection
- Career growth and professional development opportunities
- Meaningful work and ownership from day one
- Accessible hiring process and workplace accommodations upon request
- Employee support and inclusive workplace culture