Global Support Representative (Mandarin Speaker)

Ayolinx; Jakarta Pusat; On-site; IDR 66,960,000 - 100,440,000; Full time

Job summary

Ayolinx is seeking a capable Customer Service/Operations professional in Jakarta to handle inquiries, resolve issues, and coordinate with internal teams and external partners. The role requires Mandarin fluency, strong communication, and a proactive, collaborative approach.

The candidate will monitor transactions, prepare routine reports, and ensure compliance with SOPs while supporting process improvements in a fast-paced fintech environment.

Qualifications

• Proficient in Mandarin (spoken and written).
• Able to operate computers and common office software, including Microsoft Office and Google Workspace.
• Willing to work on a shift schedule.
• Willing to work on weekends and public holidays based on a rotating schedule.
• Responsive, proactive, and able to work efficiently in a fast-paced environment.
• Strong teamwork and collaboration skills.
• Available to join in the near future (immediate availability is preferred).
• Able to adapt quickly to new environments, processes, and technologies.
• Fast learner with a willingness to continuously develop new skills.
• Able to follow instructions and company procedures effectively.
• Positive attitude, professional conduct, and strong sense of responsibility.
• Excellent communication and interpersonal skills when dealing with customers, external partners, and internal stakeholders.
• Strong problem-solving skills and the ability to handle customer inquiries and issues professionally.
• Previous experience in Customer Service, Operations, Payment Gateway, Fintech, E-commerce, or Banking industries is an advantage.

Responsibilities

• Handle customer inquiries, requests, and complaints through chat, email, and other communication channels.
• Provide accurate information and appropriate solutions regarding services, transactions, and system usage.
• Coordinate with internal teams and external partners to resolve operational issues and customer concerns.
• Monitor transactions and assist in investigating failed, pending, delayed, or disputed transactions.
• Escalate cases to the relevant teams according to established procedures and follow up until resolution.
• Communicate and coordinate with merchants, banking partners, vendors, and other stakeholders in Mandarin and English.
• Prepare and maintain daily, weekly, and monthly operational reports.
• Monitor payment channels, banking services, and system performance to ensure smooth operations.
• Provide timely updates to customers regarding service disruptions, transaction status, and issue resolution progress.
• Ensure all operational activities are performed in compliance with company SOPs, SLAs, and policies.
• Support operational improvement initiatives and contribute to process optimization efforts.
• Perform additional operational and administrative tasks assigned by management when required.

Skills

Mandarin

Customer service

Teamwork

Communication skills

Problem-solving

Adaptability

Availability (immediate)

Fast learner

Tools

Microsoft Office

Google Workspace

Job description

• Handle customer inquiries, requests, and complaints through chat, email, and other communication channels.
• Provide accurate information and appropriate solutions regarding services, transactions, and system usage.
• Coordinate with internal teams and external partners to resolve operational issues and customer concerns.
• Monitor transactions and assist in investigating failed, pending, delayed, or disputed transactions.
• Escalate cases to the relevant teams according to established procedures and follow up until resolution.
• Communicate and coordinate with merchants, banking partners, vendors, and other stakeholders in Mandarin and English.
• Prepare and maintain daily, weekly, and monthly operational reports.
• Monitor payment channels, banking services, and system performance to ensure smooth operations.
• Provide timely updates to customers regarding service disruptions, transaction status, and issue resolution progress.
• Ensure all operational activities are performed in compliance with company SOPs, SLAs, and policies.
• Support operational improvement initiatives and contribute to process optimization efforts.
• Perform additional operational and administrative tasks assigned by management when required.

Job Requirements:

• Proficient in Mandarin (spoken and written).
• Able to operate computers and common office software, including Microsoft Office and Google Workspace.
• Willing to work on a shift schedule.
• Willing to work on weekends and public holidays based on a rotating schedule.
• Responsive, proactive, and able to work efficiently in a fast-paced environment.
• Strong teamwork and collaboration skills.
• Available to join in the near future (immediate availability is preferred).
• Able to adapt quickly to new environments, processes, and technologies.
• Fast learner with a willingness to continuously develop new skills.
• Able to follow instructions and company procedures effectively.
• Positive attitude, professional conduct, and strong sense of responsibility.
• Excellent communication and interpersonal skills when dealing with customers, external partners, and internal stakeholders.
• Strong problem-solving skills and the ability to handle customer inquiries and issues professionally.
• Previous experience in Customer Service, Operations, Payment Gateway, Fintech, E-commerce, or Banking industries is an advantage.