Merchant Support Specialist

📋 Description

• Manage merchants' operational queries and issues, ensuring timely resolution.
• Proactively educate merchants on using 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.

🎯 Requirements

• Bachelor's degree or equivalent in Economics, Business Administration, or a related field.
• 1–5 years of experience in a customer-facing role.
• At least 1 year of professional experience in account management or customer support, preferably within card acquiring, payments, financial services, or banking.
• Native-level Mandarin speaker with proficiency in English.
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.