Payment Specialist

5 days ago

tamil nadu, India Straive Full time

Key Responsibilities: • Handle and resolve large volumes of seller support tickets related to Ecom payout settlement issues and ATO identification. • Communicate effectively with sellers in both Mandarin and English to investigate and resolve cases. • Maintain detailed case records and ensure compliance with internal service standards and policies. • Provide insights and feedback to improve seller experience and process efficiency.Requirements: • Fluent in Mandarin and English (both written and spoken). • Experience in e-commerce operations, seller support, customer support. • Strong problem-solving and analytical skills with attention to detail. • Excellent written communication and time management abilities. • Ability to work under pressure and manage high ticket volumes.Manage and resolve customer escalations related to fraud detection, payment issues, and transaction failures. ● Monitor and respond to escalations within defined SLAs, ensuring high-quality support and resolution. ● Investigate fraud-related escalations, analyzing transaction patterns and verifying customer claims. ● Coordinate with internal fraud teams to determine outcomes and prevent future occurrences. ● Flag suspicious activity for further investigation and maintain detailed records of findings. ● Assist customers experiencing payment failures by identifying root causes (e.g., card declines, network issues). ● Collaborate with internal teams (Payments, Treasury, Engineering) to resolve technical issues and improve success rates. ● Provide proactive solutions to reduce recurring payment-related problems. ● Serve as a liaison between customers and internal teams, ensuring clear, empathetic, and timely communication throughout the resolution process. ● Provide updates to internal stakeholders on high-priority cases or trends.

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