Customer Service ( Chinese require)

Job Description: Payment Business Customer Support Specialist( Chinese require)

Position:s Customer Support Specialist
Location: Dubai, UAE
Working Hours: 6 days/week (Mon–Fri: 9:00 AM – 7:00 PM; Sat: 8:00 AM – 6:00 PM)
Monthly Salary: AED 7,500 – 10,000 (Comprehensive Package)
Benefits: Employment Visa, Paid Annual Leave, Housing Allowance, Telecommunication Allowance, Meal Allowance, Transport Allowance, Holiday Bonuses, Medical Insurance, etc.
Key Responsibilities

Primary Contact: Serve as the main point of contact for merchants and channel partners; handle daily business inquiries, explain transaction workflows, and provide system usage guidance.
Merchant Onboarding: Assist with the complete onboarding process, including document review, contract tracking, and coordination for integration testing.
Merchant Growth: Regularly follow up on merchant usage and business requirements to boost merchant activity rates and transaction volume.
Operations Support: Support client onboarding (account creation, KYC document collection, API integration), and provide system operation training and user guidelines.
Transaction Management: Monitor payment order status in real time; promptly resolve transaction exceptions, refunds, dropped orders, and payment failures.
Issue & Dispute Resolution: Handle and resolve merchant complaints regarding system glitches, settlement issues, processing delays, etc.
Feedback & Optimization: Gather client feedback, compile FAQs, and present practical product optimization suggestions.
Records & Compliance: Maintain partnership archives, contract information, and KYC/KYB merchant documentation to ensure data accuracy and completeness.
Job Requirements
Language Requirement (Mandatory): Proficiency in Mandarin Chinese is strictly required (Fluent/Native) to effectively support Chinese-speaking merchants and internal workflows, alongside basic/business English.
Education: College degree/Diploma or above (any major).
Experience: 1+ years of experience in customer support, business assistant, or merchant operations (Experience in payment or Fintech industry is strongly preferred).
Learning Agility: Strong ability to quickly master payment systems, merchant backends, and domain knowledge.
Soft Skills: Excellent communication skills, a high sense of customer service, and the ability to handle client issues independently.
Mindset: Strong team player with good stress management and the resilience to thrive in a fast-paced environment.

支付商务客服

岗位职责
1.作为商户及渠道合作伙伴的第一联系人，负责日常业务咨询解答、交易流程解释、系统使用指导等。
2.协助完成商户入网流程，包括：资料审核、合同跟进、测试对接事项协调等。
3.定期跟进商户的使用情况及业务需求，提升商户活跃率和交易量。
4.运营支持：协助客户完成商户接入流程（开户、KYC资料收集、接口对接），并提供操作培训与使用指引；
5.实时跟踪支付订单状态，及时处理交易异常、退款、掉单、支付失败等业务。
6.受理并解决商户投诉，例如系统故障、结算问题、到账延迟等。
7.收集客户反馈，整理常见问题并提出产品优化建议.
8.维护合作档案、合同信息、KYC/KYB 商户资料，确保数据准确完整。
任职要求
1.大专及以上学历，专业不限.
2.具备 1 年以上客服、商务助理、商户支持经验（有支付 / 金融科技行业经验者优先）。
3.学习能力强，能快速掌握支付系统、商户后台等业务知识。
4.良好的沟通能力与服务意识，能独立处理客户问题。
5.具有团队协作精神，抗压能力强，适应快节奏工作。
6.会中英文沟通（如服务海外客户）。

综合薪资范围：AED 7500-10000，绩效奖金没有上限
福利：工签，带薪年假，房补，话补，餐补，交通补，节日红包，医疗保险等
上班时间：上6休1（周一到周五：早9晚7；周六：早8晚6）
地址：迪拜(现场办公)