Payment Specialist

As a Seller Support Specialist, you will be responsible for effectively communicating with sellers in both Mandarin and English to investigate and resolve cases. You will maintain detailed case records while ensuring compliance with internal service standards and policies. Additionally, you will provide valuable insights and feedback to enhance the seller experience and improve process efficiency. Key Responsibilities: - Communicate effectively with sellers in Mandarin and English to investigate and resolve cases. - Maintain detailed case records and ensure compliance with internal service standards and policies. - Provide insights and feedback to improve seller experience and process efficiency. Qualifications Required: - Fluent in Mandarin and English (both written and spoken). - Experience in e-commerce operations, seller support, customer support. - Strong problem-solving and analytical skills with attention to detail. - Excellent written communication and time management abilities. - Ability to work under pressure and manage high ticket volumes. In this role, you will also be responsible for monitoring and responding to escalations within defined SLAs to ensure high-quality support and resolution. You will investigate fraud-related escalations, analyze transaction patterns, and verify customer claims. Furthermore, you will collaborate with internal fraud teams to determine outcomes and prevent future occurrences. Flagging suspicious activity for further investigation and maintaining detailed records of findings will also be part of your responsibilities. Moreover, you will serve as a liaison between customers and internal teams, ensuring clear, empathetic, and timely communication throughout the resolution process. Providing updates to internal stakeholders on high-priority cases or trends will also be crucial to your role.,