Key Responsibilities:
1. SOP Execution & Standardized Support:
- Implement daily standardized operational processes to ensure service consistency and quality.
2. Merchant Onboarding Support:
- Assist merchants with standard onboarding, system configuration and amendments.
- Coordinate with internal teams (e.g., Risk, Compliance, IT) to resolve activation challenges and blockers.
3. Daily Merchant Support:
- Handle merchant inquiries and provide timely responses and solutions.
- Assist merchants with onboarding issues, plugin installation and respond to merchant emails.
4. Cross-Team Collaboration:
- Work closely with Account Management, Risk, Pricing teams to resolve issues and drive workflow improvements.
- Escalate non-standard or complex inquiries to AMs (Account Managers) for further handling.
Job Requirement:
- Bachelors degree or above in any discipline (Preferable: Business Administration, Finance, or commerce related majors).
- 13 years of experience in operations support, customer service or a related field preferred.
- Strong communication and coordination skills, with the ability to manage multiple tasks effectively.
- Proficiency in office tools (e.g., Excel, CRM systems) with basic data processing and documentation skills.
- Detail-oriented, responsible and service-minded, with strong execution ability.
- Language requirement: Proficiency in English (additional Mandarian reading and speaking is a plus).
