Customer Support Officer

About the role

The Customer Support Officer ensures a smooth and efficient support experience for merchants by addressing their concerns, technical issues, and requests. You will act as the first point of contact, providing quick work‑arounds and final resolutions while escalating complex cases to the appropriate internal teams.

Key responsibilities

• Understand and address merchants' concerns, including technical issues, requests, and feedback.
• Respond promptly with accurate initial work‑arounds and final solutions.
• Escalate complex issues to relevant teams, maintaining clear communication and timely follow‑up.
• Collaborate with cross‑functional teams to identify recurring problems and suggest improvements.
• Serve as a bridge between customers and internal teams, fostering clear communication.

Required profile

• Minimum 3 years of experience in customer support or customer service.
• Excellent written and spoken English communication skills.
• Ability to work under pressure, manage multiple tasks, and maintain focus for extended periods.
• Strong problem‑solving mindset, calm under stress, and decisive decision‑making.
• Quick learner, adaptable to new product features and processes.
• Good teamwork, time‑management, and interpersonal skills.
• Proficiency in Chinese (Mandarin) is a plus.

Required skills

What we offer

• Highly competitive salary with SHUI pay based on full salary.
• Premium healthcare package for staff and family members.
• Diverse holidays and special events.
• Bonuses and incentives.
• Family financial support.