Customer Success - Chinese

About the Job

As a Chinese Customer 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 Customer Success, you will be the expert of our customers. You will understand our customers pains, solve them, and get satisfaction from our customers compliments!

Minimum Qualifications

• Have minimum 1 years 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 :
• High proficiency in Mandarin Chinese
• High or excellent communication skills
• Experienced in ticket management platform i.e. Zendesk, Freshdesk, Zoho, or similar tools
• Enjoy the puzzle of solving open-ended problems you have a great analytical mindset
• Are ready and willing to be rostered on for night shifts (3-10pm GMT+7 / 4-11pm GMT+8) 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
• You communicate well across teams

Preferred Qualifications

• You're self-motivated, you don't need micromanagement and are willing to learn on your own
• You're goal oriented and able to pursue objectives consistent
• You're able to show empathy and provide calm-responses to our customers to win their confidence
• You thrive on autonomy and have proven you can push towards a goal by yourself

Responsibilities

• Interact and communicate with Xendit's customers daily, especially Chinese-speaking customers
• 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
• Take necessary steps to resolve customer issues, including investigation and coordination with internal and external stakeholders
• Identify and initiate changes to help scale up our operations (i.e. documentation)
• Take on projects to improve the team (i.e.customer engagement activities)
• Do whatever it takes to make Xendit succeed