Client Advisory (Mandarin Speaking)

Sunrate; Kuala Lumpur; In loco; MYR 36.000 - 60.000; Tempo pieno

Descrizione del lavoro

Sunrate is seeking a proactive Client Support Specialist in Kuala Lumpur. You will handle customer queries via WhatsApp, email, and CRM tickets, manage cases end-to-end, and collaborate with Product, Market Leads, and Compliance to resolve client issues.

Requirements include 1–3 years in fintech or SaaS customer support, fluency in English and Mandarin, and familiarity with CRM tools like Salesforce or Zendesk. Able to support APAC and Europe time zones.

Competenze

• 1–3 years in client-facing support, fintech/payments or SaaS.
• Strong proficiency in professional English and Mandarin.
• Other languages are a plus.
• Experience with CRM tools (Salesforce, Zendesk) and Omnichannel platforms is preferred.

Mansioni

• Handle customer queries through primary support channels (WhatsApp, email, CRM ticketing).
• Manage service cases from intake to resolution.
• Support onboarding handover from Growth team and monitor early adoption signals.
• Collaborate with Product, Market Leads, Compliance to resolve client pain points.
• Maintain accurate records in CRM and update case logs with resolution notes.
• Flag churn risks and collaborate with Team Lead for intervention.
• Educate clients on Sunrate's features and digital tools.

Conoscenze

Client-facing support

English

Mandarin

Time-zone availability

Formazione

Degree or Diploma in related field

Strumenti

Salesforce

Zendesk

Avaya

Cisco

Genesys

Descrizione del lavoro

Sunrate is a leading global payment and treasury management platform for businesses worldwide. Founded in 2016, Sunrate has enabled companies to operate and scale both locally and globally in 190+ countries and regions with its cutting-edge infrastructure, global network, and unified solutions.

Sunrate operates through offices across key markets, including Singapore, Kuala Lumpur, Jakarta, Hong Kong, Shanghai, and London. The company partners with the top global financial institutions, such as Citibank, Standard Chartered, J.P. Morgan. Sunrate is also the principal member of Mastercard and Visa.

What you’ll be spending your time on:

• Handle customer queries through primary support channels (e.g., WhatsApp, email, CRM ticketing);
• Manage service cases from intake to resolution, ensuring timely and satisfactory outcomes;
• Support onboarding handover from Growth team and monitor early adoption signals such as inquiries trends, problem escalation etc;
• Collaborate with internal teams (Product, Market Leads, Compliance) to resolve client pain points;
• Maintain accurate records in CRM and update case logs with resolution notes;
• Flag churn risks and collaborate with the Team Lead for intervention;
• Educate clients on Sunrate's features and digital tools (e.g., portals, platform updates)
• Degree in related field or Diploma with working related experience

For this role you’ll also have:

• 1–3 years' experience in client-facing support, ideally in fintech, payments (bank or non bank), or SaaS;
• Strong proficiency in professional English and Mandarin (reading, writing, and speaking) is required;
• Knowledge of other languages will be an added advantage;
• Strong customer empathy with a solution-oriented mindset;
• Able to support different time zones in APAC and Europe;
• Experience with tools like CRM (Salesforce, Zendesk etc) and Omnichannel (Avaya, CISCO, Genesys) is preferred;
• Familiarity with digital platforms and B2B user behaviour