Payment Specialist

Key Responsibilities:

• Handle and resolve large volumes of seller support tickets related to Ecom payout settlement issues and ATO identification.

• Communicate effectively with sellers in both 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.

Requirements:

• 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.

Manage and resolve customer escalations related to fraud detection, payment issues, and transaction failures.

● Monitor and respond to escalations within defined SLAs, ensuring high-quality support and resolution.

● Investigate fraud-related escalations, analyzing transaction patterns and verifying customer claims.

● Coordinate with internal fraud teams to determine outcomes and prevent future occurrences.

● Flag suspicious activity for further investigation and maintain detailed records of findings.

● Assist customers experiencing payment failures by identifying root causes (e.g., card declines, network issues).

● Collaborate with internal teams (Payments, Treasury, Engineering) to resolve technical issues and improve success rates.

● Provide proactive solutions to reduce recurring payment-related problems.

● Serve as a liaison between customers and internal teams, ensuring clear, empathetic, and timely communication throughout the resolution process.

● Provide updates to internal stakeholders on high-priority cases or trends.