Respond to customer inquiries via online channels (email, chat, etc.) in a timely and professional manner
Quickly learn cross-border payment knowledge and PingPong system operations
Identify customer needs and provide accurate information or solutions
Escalate complex issues to relevant departments when necessary
Maintain records of customer interactions and feedback
Collaborate with team members to improve service quality
Conduct customer research or surveys to gather insights and identify areas for improvement
De-escalate upset or frustrated customers with empathy and effective communication, ensuring calm and positive resolutions
Job Requirements:
1–3 years of solid customer service experience, with hands-on experience supporting portfolio clients or self-service users at international fintech companies.
Hands-on experience in cross-border payment customer service is preferred.
Proficient in online customer service channels including email and live chat support; able to accurately capture customer needs and assess complex business issues.
Strong empathy and excellent communication skills, capable of calming emotional customers and properly resolving complaints.
Meticulous working attitude and good team spirit; able to organize customer interaction records and feedback to support service optimization and customer research initiatives.
Fluent command of English and the local language to handle all customer communications and business scenarios.
