MarTrust, an Authorized Payment Institution specializing in payment solutions for the maritime industry, is seeking a proactive and detail-oriented Mandarin Speaking Customer Support Executive to provide effective support across operational and commercial processes—playing a key role in ensuring customer satisfaction, supporting company goals, and delivering high-quality service within the Payments and Financial Services sector.
Job Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, and chat
- Provide expert-level support for payment systems, including SWIFT and SEPA settlements
- Identify, investigate, and escalate customer service issues where necessary
- Collaborate with internal teams across functions to resolve issues and improve service delivery
- Work toward achieving individual and departmental KPIs and contribute to broader company goals
- Manage multiple requests simultaneously while ensuring high-quality service
- Maintain detailed records of customer interactions and solutions provided
- Stay current on product updates, financial regulations, and company policies
- Participate in shift rotations, including weekend coverage
- The shift for this position will be 12:00-9:00PM PH time.
Requirements
- Proficiency in the Mandarin language is required (business-level to advanced).
- Bachelor's degree in economics, management, and other finance-related courses
- Knowledge of SWIFT and SEPA settlements
- 1 year of experience within customer support
- Maritime/shipping experience is an advantage.
- Knowledge of Intercom, Monday.com, and MS Office is an advantage.
- Understanding of the payment and financial service industry
- Identify and escalate customer service issues.
- Strong analytical, problem-solving, and organizational skills and the ability to manage several simultaneous tasks
- Ability to collaborate in a team-based environment across functional disciplines and lines of business
Benefits
- Competitive Salary and Bonus: We reward your expertise and contributions.
- Inclusive Onboarding Experience: Our onboarding program is designed to set you up for success right from day one.
- Marcura Wellness Zone: We value your work-life balance and well-being.
- Global Opportunities: Be part of an ambitious, expanding company with a local touch.
- Diverse, Supportive Work Culture: We're committed to inclusion, diversity, and a sense of belonging for all team members.
