Customer Support Specialist – Mandarin Speaker
Emploi à Singapour : Customer Support Specialist – Mandarin Speaker
À propos de l’entreprise
PPRO est une entreprise innovante dont la mission est de simplifier l’accès aux méthodes de paiement locales. Leur vision est de permettre la vente de biens et de services à tout individu dans le monde en utilisant leur méthode de paiement préférée. PPRO travaille avec des partenaires de renom comme Ant Group, PayPal et Stripe, afin de faciliter leur entrée sur de nouveaux marchés et d’accélérer leur croissance. Avec une équipe mondiale diversifiée regroupant plus de 50 nationalités et 10 emplacements internationaux, PPRO est engagée dans l’innovation du commerce mondial.
Le poste
Titre du poste : Customer Support Specialist – Mandarin Speaker
Localisation : Singapour
Date : Offre publiée le 11 juin 2025
Rôle et responsabilités :
Le Customer Support Specialist est essentiel pour fournir un support technique et fonctionnel exceptionnel aux clients de PPRO. Les responsabilités clés incluent :
- Configurer et intégrer les commerçants des clients PSP pour divers moyens de paiement.
- Assurer le suivi des problèmes clients et ouvrir des tickets Jira pour signaler des erreurs.
- Établir des relations de confiance avec les partenaires et assurer la transparence des délais de règlement.
- Offrir un soutien général concernant le traitement des paiements aux clients et partenaires.
- Analyser les taux de conversion et formuler des recommandations pour l’optimisation.
Critères de candidature
Exigences minimales :
Pour être considéré pour ce poste, les candidats doivent posséder :
- 2 à 3 ans d’expérience en support clientèle, de préférence dans le secteur des paiements ou de la technologie financière.
- Compétences solides en communication écrite et orale en anglais.
- Maîtrise du mandarin, tant à l’oral qu’à l’écrit.
Compétences préférées :
Les candidats ayant une connaissance des processus d’intégration des commerçants ou de l’intégration API seront favorisés. Un diplôme dans un domaine pertinent tel que l’informatique ou l’administration des affaires est un atout.
Ce que PPRO offre
Conditions de travail :
PPRO propose une structure de travail hybride, permettant de travailler trois jours par semaine au bureau avec la possibilité de travailler à distance jusqu’à 30 jours par an. Les employés bénéficient également d’une allocation de 1100 SGD par an pour leur développement professionnel, ainsi que d’une couverture d’assurances variées, y compris l’assurance maladie et vie.
Bien-être au travail :
L’entreprise met l’accent sur la santé mentale et physique, avec l’accès à des services de bien-être, des programmes de gym et des congés familiaux améliorés. Son bureau, situé dans le Central Business District, est conçu pour favoriser la collaboration.
Notre philosophie
PPRO adhère à des principes d’intégrité et de responsabilité, cherchant à mettre le client au premier plan et à encourager une culture d’amélioration continue et de travail d’équipe.
Salaire attendu : Les détails concernant la rémunération ne sont pas fournis dans l’annonce.
La candidature à ce poste s’inscrit dans une démarche de diversité et d’inclusion. PPRO est engagé à offrir des opportunités égales à tous ses employés et candidats, sans discrimination.
📅 Date de publication de l’offre : Wed, 11 Jun 2025 22:35:42 GMT
🏢 Entreprise : PPRO
📍 Lieu : Singapore
💼 Intitulé du poste : Customer Support Specialist – Mandarin Speaker
💶 Rémunération proposée :
📝 Description du poste : At PPRO, our mission is to simplify access to local payment methods and our vision is to enable the sale of goods and services to anyone in the world using their preferred way to pay. We empower partners such as Ant Group, PayPal and Stripe to access new markets, connect with more customers, and accelerate their growth.Our strength lies in our diverse global team with 50+ nationalities and 10+ international locations- all united around one goal – to deliver the best possible products and services to our partners and customers. While our company mission is to keep innovating global commerce, our internal mission is to #chooseaction, #beopen, #thinkcustomer, #gofurther and #wintogetherThe Purpose:The Customer Support Specialist plays a vital role in providing exceptional technical and functional support to our clients, ensuring a seamless and positive experience with our payment services. This position is ideal for a proactive and detail-oriented individual with proven experience in resolving complex customer inquiries and a passion for delivering world-class support. As a key member of our global Payment Services Support team, you will contribute to our mission of operational excellence and client satisfaction.Your impact in this role:
- Configure and onboard merchants of our PSP clients for various payment methods.
- Configure merchants of our PSP clients.
- Assist with the technical setup of our PSPs.
- Understand and take ownership of the merchant onboarding lifecycle from beginning to end, facilitating merchant activation and revenue generation.
- Be involved in the full client lifecycle, from pricing structure approval to setup in PPRO systems, to ensure fast activation.
- Assist PPRO clients with follow-up questions related to client and merchant onboarding requests.
- Troubleshoot client issues and open Jira tickets to report errors to relevant teams.
- Handle requests from acquiring partners and coordinate with the respective clients.
- Proactively follow up on raised items within a reasonable timeframe.
- Advise clients on billing and reconciliation issues, collaborating with relevant departments.
- Clarify settlement and payout timelines for clients and partners, ensuring transparency.
- Verify payment status, trace payments in our records, and provide status updates.
- Support clients and partners with general inquiries related to payment processing.
- Identify and report recurring issues to improve internal processes.
- Collaborate with internal teams to ensure efficient issue resolution.
- Support clients with the implementation and integration of payment services.
- Provide guidance with the API reference and technical requirements.
- Analyze conversion rates and offer recommendations for optimization.
- Maintain clear and structured documentation of client interactions and reported cases.
- Provide missing invoices and settlement reports upon client request.
- Process client requests for account and address updates, including receiving and processing necessary documentation for bank and address changes.
What would make you a great fit:
- 2-3 years of experience in a customer support role, preferably within the payments or financial technology industry.
- Proven ability to troubleshoot and resolve complex technical and functional issues.
- Strong understanding of payment processing concepts, including local payment methods (LPMs).
- Excellent problem-solving, analytical, and critical-thinking skills.
- Exceptional written and verbal communication skills in English.
- Proficiency in using support ticketing systems (Zendesk, Freshdesk).
- Strong customer-centric approach with a genuine desire to help and advocate for clients.
- Ability to work as a team as part of a global, cross-functional team.
- Demonstrated ability to manage time effectively, prioritize tasks, and meet deadlines in a fast-paced environment.
- Proficiency in Mandarin (spoken and written) is required, as the role involves communication with Mandarin-speaking partners and clients
Preferred Qualifications:
- Mandarin
- Experience with merchant onboarding processes.
- Familiarity with API integrations and troubleshooting.
- Plus Bachelor’s degree in a related field (e.g., Information Technology, Business Administration).
What’s in it for you ?:Hybrid working – We offer a hybrid structure with a 3 days / week on site expectation, so you can strike the balance between office and home working. In addition to our 25-day holiday allowance, we also provide a work from abroad policy, enabling employees to work remotely for up to another 30 days per yearLearning and Development – We offer a 1100 SGD annual budget to support your professional growth-because investing in your development benefits us all. In addition, we provide leadership cafés, on-the-job training, and other opportunities to help you grow your skills and thrive in your role.Insurance – Because better safe than sorry – we want our employees to benefit from various insurances including medical Insurance and life insurance.Enhance Family Leave – We understand the importance of family – that’s why we offer enhanced family leave to support you during key life moments.Gym membership – PPRO helps cover the costs of your gym membership, supporting your physical fitness journey while easing the burden on your wallet.Mental Health Platform – We’ve teamed up with a top well-being platform to provide one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more.Our office is located within the Central Business District and walking distance to 2 nearest train stations, and surrounded by an array of bars, restaurants and food centres. What you can expect in this charming shophouse office unit is an open office layout to facilitate cross team collaborations. Ergonomic desks and chairs, meeting rooms with video conference equipment set up, and phone booths. Expect a well stocked pantry and shower amenities.Our Principles:We get things done: We are courageous; we take ownership, make decisions and get things done.We act with trust and integrity: We listen first and challenge respectfully. We seek out and leverage diverse perspectives. We welcome and offer honest and open feedback, always assuming positive intentWe put the customer first: We are laser focused on delivering outstanding outcomes for our customers. We put the customer at the heart of what we do.We make things better: We boldly explore new ideas and have an unwavering commitment to continuous improvement.We work as a team: We collaborate closely and value team success over individual achievement.
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