unlimit - Merchant Support Specialist APAC
Requirements
• Bachelor's degree or equivalent in Economics, Business Administration, or a related field. • At least 1 year of professional experience in account management or customer support, preferably within card acquiring, payments, financial services, or banking. • 1–5 years of experience in a customer-facing role. • A self-starter with a proactive and ownership-driven mindset. • Strong problem-solving and analytical skills. • Excellent verbal and written communication skills. • Experience managing customer relationships, both internal and external. • Able to perform accurately under pressure and adapt effectively to change. • Previous experience in the e-commerce payments industry is an advantage. • Native-level Mandarin speaker with proficiency in English. • Strong IT skills, including Microsoft Windows, Microsoft Office, and common web browsers (e.g. Chrome and Safari).
Responsibilities
• Manage merchants' operational queries and issues, ensuring timely and successful resolution. • Proactively educate merchants on using and navigating Unlimit's portals, reports, and reconciliation processes. • Troubleshoot, analyze, resolve, track, escalate, and document technical issues. • Monitor payment processing performance and report on key metrics. • Collect merchant feedback and share insights with internal teams to help identify new features and product improvements. • Collaborate closely with cross-functional teams to resolve client inquiries and ensure high-quality service delivery. • Proactively identify opportunities to enhance the merchant experience and customer journey.
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