Customer Success - Chinese

Xendit provides payment infrastructure across Southeast Asia, with a focus on Indonesia, the Philippines and Malaysia. We process payments, power marketplaces, disburse payroll and loans, provide KYC solutions, prevent fraud, and help businesses grow exponentially. We serve our customers by providing a suite of world-class APIs, eCommerce platform integrations, and easy to use applications for individual entrepreneurs, SMEs, and enterprises alike. Our main focus is building the most advanced payment rails for Southeast Asia, with a clear goal in mind — to make payments across and within SEA simple, secure and easy for everyone. We serve thousands of businesses ranging from SMEs to multinational enterprises, and process millions of transactions monthly. Weve been growing rapidly since our inception in 2015, onboarding hundreds of new customers every month, and backed by global top-10 VCs. Were proud to be featured on among the fastest growing companies by Y-Combinator. About the Job

As a Chinese Customer Support, you will be in a fast-paced team that provides our customers with undivided attention and care. You will be ready to take on any issues or inquiries that our customers raise, work to prevent fires and sooth our customers frustrations. Every day you will solve different puzzles, so no day will be exactly the same. At Xendit we believe that our customers are the most important stakeholders - so this role is crucial to Xendit. Youll surface important customer insights and feedback which will help us to continuously improve our products and build new ones! You will be in close coordination within the technical department, and be exposed to all the product teams and customers. Through all the intensity of Customer Success, you will be the expert of our customers. You will understand our customers pains, solve them, and get satisfaction from our customers compliments! Minimum Qualifications

Have minimum 1 years experience in Customer/Merchant Operations management or similar departments in B2B sectors and/OR Relationship Management Experience in Banks, Financial Institutions Bachelors Graduate from reputable Universities majoring in : High proficiency in Mandarin Chinese High or excellent communication skills Experienced in ticket management platform i.e. Zendesk, Freshdesk, Zoho, or similar tools Enjoy the puzzle of solving open-ended problems; you have a great analytical mindset Are ready and willing to be rostered on for night shifts (3-10pm GMT+7 / 4-11pm GMT+8) and weekends - shift work doesnt phase you Happily take on new projects which involve researching to quickly become a subject matter expert, and driving them to completion You communicate well across teams Preferred Qualifications

Youre self-motivated, you dont need micromanagement and are willing to learn on your own Youre goal oriented and able to pursue objectives consistent Youre able to show empathy and provide calm-responses to our customers to win their confidence You thrive on autonomy and have proven you can push towards a goal by yourself Responsibilities

Interact and communicate with Xendits customers daily, especially Chinese-speaking customers Solve customer first Attending to our customers needs, requests, and problems Ensuring to communicate the problem and how to solve it Showing empathy to ensure customer satisfaction Raising awareness of issues or problems to other team members Take necessary steps to resolve customer issues, including investigation and coordination with internal and external stakeholders Identify and initiate changes to help scale up our operations (i.e. documentation) Take on projects to improve the team (i.e.customer engagement activities) Do whatever it takes to make Xendit succeed Your privacy is important to us: your response to this question is private and only visible to approved management.

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Information :

• Company : Xendit
• Position : Customer Success - Chinese
• Location : Kuala Lumpur, Kuala Lumpur
• Country : MY