Merchant Care Analyst, Mandarin Speaking

Company Description

Checkout.com is one of the most exciting fintechs in the world. Our mission is to enable businesses and their communities to thrive in the digital economy. We’re the strategic payments partner for some of the best known fast-moving brands globally such as Wise, Hut Group, Sony Electronics, Homebase, Henkel, Klarna and many others. Purpose-built with performance and scalability in mind, our flexible cloud-based payments platform helps global enterprises launch new products and create experiences customers love. And it's not just what we build that makes us different. It's how.

We empower passionate problem-solvers to collaborate, innovate and do their best work. That’s why we’re on the Forbes Cloud 100 list and a Great Place to Work accredited company. And we’re just getting started. We’re building diverse and inclusive teams around the world — because that’s how we create even better experiences for our merchants and our partners. And we need your help. Join us to build the digital economy of tomorrow.

Job Description

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The role

The Merchant Care Analyst will be responsible for providing exceptional service to merchants by addressing inquiries, resolving issues, and ensuring a smooth experience with our products and services. The role requires excellent communication skills, a strong understanding of payments, and the ability to solve problems efficiently. The Merchant Care Analyst will use various tools and resources to troubleshoot issues, guide merchants through solutions, and escalate cases when necessary, all while maintaining a high level of customer satisfaction.

How you’ll make an impact

• Provide exceptional customer experience by handling inquiries and issues from merchants via various channels (email, phone, chat)

• Troubleshoot and resolve merchant payment issues, technical challenges, and account-related concerns with a focus on timely and accurate resolutions.

• Collaborate with internal teams, including operations, product, and engineering, to address merchant concerns and drive issues to resolution.

• Educate merchants on platform features, payment processes, and best practices to optimise their experience.

• Assist in maintaining and improving merchant care support, contributing to the continuous enhancement of service delivery.

Qualifications

What we’re looking for

• Fluent in Mandarin and English

• 2+ years of experience in support or operations roles, preferably within a payments environment.

• Strong problem-solving skills with the ability to diagnose technical issues and provide effective solutions.

• Excellent communication and interpersonal skills, with a customer-first mindset.

• Ability to handle multiple priorities in a fast-paced environment while maintaining high service standards.

• Familiarity with payment processing systems, fintech platforms, or related technologies (preferred but not essential).

• Proficiency in using customer service software (e.g., Zendesk, Salesforce) and CRM tools.

• Proven ability to work independently as well as collaborate effectively across teams.

Additional Information

Apply without meeting all requirements statement 

If you don't meet all the requirements but think you might still be right for the role, please apply anyway. We're always keen to speak to people who connect with our mission and values.

We believe in equal opportunities

We work as one team. Wherever you come from. However you identify. And whichever payment method you use. 

Our clients come from all over the world — and so do we. Hiring hard-working people and giving them a community to thrive in is critical to our success.

When you join our team, we’ll empower you to unlock your potential so you can do your best work. We’d love to hear how you think you could make a difference here with us. 

We want to set you up for success and make our process as accessible as possible. So let us know in your application, or tell your recruiter directly, if you need anything to make your experience or working environment more comfortable. We’ll be happy to support you.

Take a peek inside life at Checkout.com via

• Our Culture video https://youtu.be/BEwnpHuadSw
• Our careers page https://www.checkout.com/careers
• Our LinkedIn Life pages bit.ly/3OaoN1U  
• Our Instagram https://www.instagram.com/checkout_com/